he third edition of the Air Cargo World's Air Cargo Excellence survey found the top-rated airlines and airports very closely rated in responses from customers on a wide range of performance criteria. The final tally from the worldwide survey showed Lufthansa and Singapore Airlines tied for the best score among airlines and Houston Bush Intercontinental Airport at the top of rankings from respondents from around the world while Milan Malpensa, Frankfurt and Phoenix also won high marks in their operating regions.
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Customer Service: Claims handled expeditiously, problems solved in a prompt and courteous manner, professional and knowledgeable sales force.
Performance: Fulfills promises and contractual agreements, dependable, accomplishes scheduled transit times.
Value: Competitive rates, rates are commensurate with service level you require, value-added programs.
Information Technology: Tracking and tracing of shipments, Internet, electronic commerce capabilities
Performance: Fulfills promises and contractual agreements, dependable, prompt and courteous customer service, allied services - ground handling, trucking, etc.
Value: Competitive rates, rates commensurate with service level, value-added programs.
Facilities: Apron, warehousing, perishables center, access to highways and other modes.
Regulatory Operations: Customs, security, FTZ.
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Phoenix Sky Harbor International finished second to Houston among the North American airports with less than 500,000 tons, while Anchorage finished first among the largest airports and Dallas-Fort Worth and Atlanta Hartsfield-Jackson were at the top of the second tier.
Frankfurt was the top large airport in Europe, with a 112 score. But the top two vote getters among smaller airports were Milan Malpensa and East Midland airports, earning strong votes that contrasted with responses that rated London Heathrow at the low end of European airport performance.
Bahrain International was tops among larger airports in a combined Asia-Middle East, but respondents also gave nearby Abu Dhabi International a 110 overall ranking.
Among the air carriers, grouped together this year, Lufthansa and Singapore Airlines had the top overall score of 125 and tied for or exceeded other airlines in indicators for customer service, performance and value.
Lufthansa Cargo also was the top vote getter among European airlines and only FedEx Express approached its 133 ranking for information technology. The 129 score in IT for FedEx gave it the top score in North America, while Korean Air was rated the top value, followed by Cathay Pacific and Southwest Airlines.
In the voting, airports were divided into sub-categories based on annual tonnage.
Survey respondents evaluated each company by rating four measures on a scale of one as the lowest to five as the highest. For each measure, the average rating across all companies in the survey was calculated and set to a value of 100.
Ratings for each company are presented as an indexed score, relative to the average, to allow for easy comparisons. A score greater than 100 represents above average performance; a score of less than 100 represents below average performance. A complete list is posted at www.aircargoworld.com.
Airports were rated on performance, value, facilities and operations. Air carriers were rated on customer service, performance, value and IT.
