Airline Cargo Service with Smart BPM Solutions

Airline Cargo

The airline cargo industry is a vital part of the global supply chain, transporting goods by plane to connect manufacturers, suppliers, and consumers. Airline cargo is a critical component of modern logistics, and is especially important for time-sensitive, bulk, or high-value shipments.

According to IATA (International Air Transport Association), airline cargo moves over $8 trillion worth of goods, accounting for approximately 33% of world trade by value. A GII research report valued the global air cargo market at $185.3 billion in 2023 and projects it to grow at a CAGR of 4.3% between 2024 and 2032. The rise of e-commerce has increased the volume of goods shipped globally, leading to a greater demand for airline cargo.

Some of the key challenges plaguing the airline cargo industry are:

Revenue leakage

AWB disputes & rejections

High cost of operations

Low eAWB penetration

Service quality issues

Our airline cargo business process management (BPM) encompasses a comprehensive suite of services designed to optimize operations and drive exceptional outcomes.

Why us?

Our service portfolio in airline cargo includes booking support, general customer support, space optimization, cargo IQ reporting, AWB verification, quote and rate management, contract management, claims management, operational analytics, and revenue accounting. Leveraging Infosys proprietary or partner-developed intelligent tools, we commit to creating lean, highly efficient and customer centric airline cargo BPM unit for you.

Our comprehensive suite of services

Leveraging our expertise across a diverse range of industries and the latest technology, we deliver measurable value in terms of improved operational efficiency, cost reduction, and enhanced customer experiences. We help you streamline and enhance back-office processes, ensuring global connections are handled with precision and care. As a pioneer in IT and BPM services, and a strategic partner of IATA, Infosys had the opportunity to deliver excellence for some of the eminent players of the aviation industry and help them navigate their digital transformation journey. At Infosys, we leverage automation, artificial intelligence (AI) and predictive analytics to deliver an omnichannel customer experience. Infosys Nia, our AI-powered chatbot, understands the context and intent of customer interactions and responds to queries regarding specific shipments as well as frequently asked questions on booking, pickup scheduling, packaging, payment, taxes, transit time, delivery, etc.

Infosys : Airline Cargo BPM Services

Our BPM services for airline cargo not only address immediate operational challenges but also position airlines for long-term success by fostering innovation, building resilience, and creating a competitive edge in the global airline cargo market.

Booking Support

Space availability
Compatibility of the shipment to the ULD and aircraft type
Completeness of the information

Space Optimization/Load Planning

Optimal space utilization & planning for trucks & freighters:

Load planning : Based on the existing bookings on the flight
Capacity planning : Actual capacity of the flight
Creating instructions for loading aircraft (including balancing)

ULD Inventory Control

Manage ULD network across the network queue management (e.g. ULD does not exist in the system)

Cargo IQ

Monitoring & reporting on the performance against set milestones

Cargo Claims Management

Check for completeness of the claim form
Check for all supporting documents such as AWB, proof of damage, surveyor's report, invoices, etc.
Acknowledge the claim & initiate investigations
Request for further evidence/documentation
Process the claim & mark closure