DACAAI meet in Delhi: Re­duc­ing the gap be­tween cus­tomers and ser­vice providers

Re­duc­ing the gap be­tween cus­tomers and ser­vice providers

Cargo Talk - - Contents -

The fourth An­nual Con­ven­tion of the Do­mes­tic Air Cargo Agents As­so­ci­a­tion of In­dia (DACAAI), which is be­ing held on Au­gust 9 in New Delhi, would pon­der on the so­lu­tions that ful­fill the gap be­tween ser­vices of­fered by car­ri­ers as well as cargo agents and ac­tual re­quire­ments of the cus­tomers. With the theme ‘Vi­sion to Suc­ceed – 2016’ the DACAAI Con­ven­tion will be at­tended by its mem­bers, pol­icy mak­ers, reg­u­la­tors, ser­vice providers and fa­cil­i­ta­tors, says Gau­rav R Ghuwale­wala, Pres­i­dent, DACAAI in an in­ter­view with Car­gotalk.

At present, the do­mes­tic air cargo in­dus­try is pass­ing through a mis­match be­tween de­mand and sup­ply. On one hand, there is a steady in­crease in the num­ber of pas­sen­ger air­craft that also carry sub­stan­tial vol­ume of cargo. On the other, there is a drop in cargo traf­fic at most air­ports. “It is a chal­leng­ing sit­u­a­tion for all air­lines and cargo agents. Fur­ther, the sit­u­a­tion is get­ting com­plex by in­flux of pri­vate ter­mi­nals at var­i­ous air­ports, lead­ing to in­creased tran­sit times and in­creased fi­nan­cial pres­sures” said Ghuwale­wala.

Other ma­jor chal­lenges be­fore the in­dus­try to­day are: ser­vice level, and proper dec­la­ra­tion be­fore han­dover to a car­rier. “In the past one year; DACAAI, in con­junc­tion with var­i­ous air­lines, has trained ap­prox­i­mately 100 per­sons across the coun­try with a two-day DGR aware­ness course. More such cour­ses are be­ing planned in var­i­ous parts of the coun­try,” he in­formed.

“We feel that there is dis­con­nect be­tween the ser­vice of­fer­ings from air­lines and agents, against the ser­vice re­quire­ments of the cus­tomers. The gap has been widened with the in­clu­sion of new han­dling agen­cies which per­form many func­tions at air­ports,” Ghuwale­wala ob­served. In his opin­ion, all the ef­forts of ser­vice providers like air­lines, agents, ter­mi­nal op­er­a­tors and pol­icy mak­ers need to be fo­cussed at ful­fill­ing the re­quire­ments of the cus­tomer.

“The DACAAI Con­ven­tion is an apt plat­form where all stake­hold­ers get a chance to meet and in­ter­act with each other, and cus­tomers to have mean­ing­ful ex­change of ideas. Such in­ter­ac­tions will surely be­come the ba­sis of the fu­ture de­ci­sions for the in­dus­try,” he fur­ther added.

He ex­pects the pol­icy mak­ers to make cer­tain poli­cies which will in­cul­cate the do­mes­tic air cargo trade like set­ting ser­vice qual­ity bench­marks for all stake­hold­ers, de­vise ways and means to re­duce the im­pact of fuel price hike on cargo, pro­vide stan­dard­ised fa­cil­i­ties at Tier-II and Tier-III cities at rea­son­able costs. He also main­tained that ser­vice providers like the pri­vate ter­mi­nal op­er­a­tors should pro­vide a crisp ser­vice qual­ity given the fact that they are charg­ing heav­ily for their ser­vices. “In ad­di­tion, our ex­pec­ta­tions from DACAAI mem­bers are to re­alise the im­por­tance of train­ing of em­ploy­ees and de­vel­op­ment of in­no­va­tive ser­vices to suit cus­tomer re­quire­ments,” he added.

The ma­jor top­ics that the DACAAI con­ven­tion will dis­cuss are ‘Cus­tomer’s Per­spec­tive’, ‘New Part­ners in the Trade’, ‘Role of Tech­nol­ogy’ and ‘Do­mes­tic Air Cargo Safety & Se­cu­rity’. Elab­o­rat­ing on the im­por­tance of the top­ics of dis­cus­sions he main­tained that re­quire­ments of ex­ist­ing and new cus­tomers like e-com­merce seg­ment will be aired at the con­ven­tion. It will also be a plat­form where the cus­tomers and rep­re­sen­ta­tives from var­i­ous gen­res will present their lo­gis­tics prac­tices and re­quire­ments. New part­ners in the trade and the value that they add to the sup­ply chain net­work – like com­mon user ter­mi­nals by AAI at Tier-II cities, pri­vate com­mon user ter­mi­nals at met­ros, cargo GSAs, LCCs will also be dis­cussed.

Gau­rav R Ghuwale­wala

Pres­i­dent, dacaai

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