2011 Air Cargo Excellence Survey Reveals Significant Improvement in Standards

Carriers rated 'excellent' jumps from 32 per cent to 47 per cent

Mar 31, 2011, 08:00 ET from UBM Aviation

ATLANTA, March 31, 2011 /PRNewswire/ -- Air Cargo World, the global news authority on air logistics and freight transport, today unveils the findings of its seventh annual Air Cargo Excellence (ACE) Survey, which independently measures carriers and airports on specific criteria and ranks these to identify above or below average performance in individual areas. Carrier ratings are determined by freight forwarders and airport ratings are determined by airlines. The full results, including index rankings by region for each of the measures evaluated, is available online at www.aircargoworld.com and featured in the April issue of the monthly magazine, published by UBM Aviation (www.ubmaviation.com).

Steve Prince, publisher of Air Cargo World, said, "The ACE Survey provides a benchmark for the industry with quantifiable customer feedback on key performance measurements. This year 47 per cent of air carriers on the survey reached or exceeded an 'excellent' rating compared to 32 per cent last year. This indicates a significant improvement in standards, undoubtedly triggered by increased competition in the face of economic pressures."

Emirates SkyCargo, KLM and Southwest Airlines have impressed freight forwarders the most in the last 12 months, each attaining the top overall ranking in their tonnage category.  Singapore Airlines, Qatar Airways and Swiss WorldCargo were runners-up respectively.

Southwest achieved the highest airline rating in an individual measure with an outstanding figure of 127, equivalent to 27 per cent above the industry average. This was in the 'performance' measure for 'fulfills promises and contractual agreements; dependable; accomplishes scheduled transit times'.

Airports rated highest overall by airfreight carriers in the one-million-or-more tonnes category were Memphis in North America, Amsterdam in Europe and Singapore in Asia.  Top rankings for airports with smaller freight capacity were Oakland, Denver and Orlando in North America; Cologne/Bonn, Leipzig and Frankfurt Hahn in Europe; Santiago and Campinas in Latin America; Osaka in Asia; and Abu Dhabi and Tel-Aviv in Middle East & Africa.

Oakland's performance improved significantly this year, with an overall performance rating of 116, up from 94 in the 2010 ACE Survey.  Leipzig's overall rating also jumped from 94 last year to an impressive 119, tying for top spot in its regional tonnage category.  

The annual ACE Survey comprises two complementary surveys — one for airlines and one for airports — based on their performance during the previous 12 months. Airlines are rated on customer service, performance, value and information technology; airports are rated on performance, value, facilities and regulatory operations.

Carriers and airports use the results of this survey to track their own year-on-year performance through the eyes of their customers, and to measure themselves against competitors.

"I believe the real importance of this survey lies in the rating because it shows an airline or airport exactly how they are performing and highlights specific areas for improvement," Prince continued. "For example, an airport with a facilities rating of 115 means they are delivering against that measure at a level that is 15% higher than the industry average. This type of survey is much more meaningful than asking the customer who their favorite air carrier is or which airport they like the best."

For more information about the 2011 Air Cargo Excellence Survey visit www.aircargoworld.com or contact publisher Steve Prince at +1 770-642-9170. To subscribe to Air Cargo World, contact customer service at aircargoworld@ubmaviation.com.

About Air Cargo World

Air Cargo World (www.aircargoworld.com) is the airfreight industry's leading global publication. International and US domestic issues are published monthly in digital and print formats. Together with its information-rich companion website and a number of specialist annual directories, Air Cargo World provides global airfreight news, analysis, features, special reports and statistics to logistics professionals, shippers, airfreight forwarders, importers, exporters and others who purchase transportation products and services in the airfreight sector.  Air Cargo World was founded in 1942. Today it has more than 16,500 subscribers to the North America edition and over 17,000 to the International edition throughout Europe, Asia, Latin America and the Middle East, making it the largest circulation title of any air cargo magazine.  Its annual Air Cargo Excellence Survey is renowned and respected by airlines and airports worldwide.

Air Cargo World is published by UBM Aviation (www.ubmaviation.com), a global data, information and consultancy business for the air transport industry. It serves the passenger aviation, air cargo logistics, route development, maintenance repair & overhaul (MRO) and business travel communities with flight and fleet data products, market intelligence, news and events. UBM Aviation operates from a global network of offices across Europe, Asia and the Americas. It is a United Business Media company (www.ubm.com).