IAG Cargo has introduced a new customer service team dedicated to its Critical product for shipments that must fly.
The team who have experience in operational, reservations and sales sectors, will deal with all customer service matters relating to the Critical product including last minute and out-of-hours bookings, service enquiries and customer advice to track and resolve potential issues so that all shipments fly as planned.
They will be based at the carrier’s London Heathrow hub and will operate between 06.00h – 22.00h every day, with the potential to extend to a 24-hour service in line with customer demand.
IAG Cargo global products manager, Daniel Johnson says: “As our highest priority, must-fly product, we understand that customers using Critical often require a more personal service and additional support. This new team will play an important role in ensuring that we deliver that outstanding service for our important Critical customers at every touchpoint.”
Since its launch in September 2016 the Critical product has proved popular with forwarders and shippers, with 3,000 bookings in 2017 and almost 2,500 in the first six months of 2018, with Constant Climate Critical being launched in July 2017.
