Upgrade of myCargo platform enhances Air France KLM Martinair Cargo customer experience

Published: Friday, May 12, 2023

Air France KLM Martinair Cargo has upgraded its myCargo customer-facing freight platform to offer new functionalities.

According to the Franco-Dutch carrier, “The new allocation functionalities in myCargo are set to revolutionise the way customers manage their cargo allocations online.

“This unique digital service will enable them to view (automatically), book and manage their allocations via myCargo, providing them with greater control and flexibility.”

In addition to the initial release of the new functionalities later this month, Air France KLM Martinair Cargo plans to introduce several other new features to the platform in the months to come, including the ability to automatically book allotments for an entire season.

In addition, the carrier also hopes to launch other new digital offerings, such as an E-Pharma capability, in the near future.

Martinair Cargo, said that the in-house teams working on myCargo improvements have “a clear passion to create optimal customer value.

“This is also confirmed by our results, where we reached last month a record 73% of bookings made via digital channels.

“We expect to make a significant next step by the introduction of the new allocation functionalities in myCargo. We believe that it’s key for our customers that it’s easy to do business with us by giving customers as much control and choice as possible.

“This [is] all based on a well-balanced model whereby state-of-the-art digital solutions will support our expertise, in combination with our dedicated service teams in order to deliver optimal customer value.”

More than six years ago, the myCargo platform started with a quote and book functionality, allowing customers to request quotes based on rates distributed online.

While bookings were initially made manually via a back-office process, the platform now makes use of dynamic pricing and artificial intelligence (AI) technologies.

Over the years, the Air France KLM Martinair team has worked with airline partners to develop and roll out platform features such as track & trace, station capabilities data, the ability to modify bookings and manage claims, the option to add use of sustainable aviation fuel (SAF) to a booking, and product-specific services for pharma, express, and other specialised cargo.

Earlier this month, Air France KLM Martinair Cargo reported that the market slowdown had affected its first-quarter results.

The airline group saw first-quarter cargo revenues decline by 26.1% year on year to €672m, while cargo traffic was down 11.8% on a year earlier to 1.6bn revenue ton kms.

The average load factor for the period was down 12 percentage points to 47.3% on the back of a 10.7% increase in capacity as passenger – and therefore bellyhold – operations were ramped up following the Covid pandemic.

“After the first quarter last year the demand for air cargo decreased due to slower growth of global trade and the partial rebound of sea freight,” Air France KLM said in a results statement.