Virgin Atlantic Cargo awarded Cargo iQ certification for its customer service

posted on 18th July 2019 by Justin Burns
Virgin Atlantic Cargo awarded Cargo iQ certification for its customer service

Virgin Atlantic Cargo has been awarded its first Cargo iQ certification for its commitment to “best-in-class” customer service and operational resilience.

The carrier was given the certificate after a two-day independent audit by SGS Société Générale de Surveillance SA on behalf of IATA interest group Cargo iQ.

The audit of the airline’s Quality Management System measured Virgin Atlantic’s performance using the Cargo iQ metrics to track the achievement of shipment milestones and deliveries in accordance with the commitment created at the time of each customers’ booking.

SGS auditors looked at internal processes, including measures taken to minimise or eliminate shipment errors and provide customers with more visibility of shipment status. The airline demonstrated its processes and services are compliant with Cargo iQ’s quality standards.

Virgin Atlantic managing director of cargo, Dominic Kennedy said: “We are passionate about great customer service and consistently meeting our customers’ expectations and we need the tools to meet this promise. Cargo iQ is important to us because it is an independent measurement of our performance against quality standards which have been created by the industry, including many of our biggest customers.”

Cargo iQ executive director, Ariaen Zimmerman said that every time another Cargo iQ member becomes accredited, “we are one step closer to ensuring the air cargo supply chain is transparent and efficient for all stakeholders involved”.

“Virgin has been involved and contributing to the community in know-how and expertise for a long time,” he said. “We are excited to see them now obtaining their certification. Virgin is a good example of a member that puts into practice the Cargo iQ values of Quality, Collaboration, Reliability, Trust and Innovation, and this certification is a true reflection of that.”

Cargo iQ has more than 80 airline, freight forwarder, ground handling, road feeder service and IT provider members – is a system of shipment planning and performance monitoring for air cargo based on common business processes and milestones.