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