SriLankan Cargo reinvents service delivery with strong customer focus

SriLankan Cargo, the air cargo division of SriLankan Airlines, recently unveiled its reinvented service delivery framework and website, with a strong focus on customer experience.

The new service model of SriLankan Cargo classifies service delivery under Freshness Class, Wellness Class, Precious Class and Guardian Class to ensure consistent and premium care for customers and their consignments. It also includes a 24/7 service hotline and a redesigned website for a better user experience, the airline said in a media release.

“We are excited to present our latest innovation – product verticals – that is the culmination of our collective focus, dedication and creativity in the pursuit of excellence in airfreight services. SriLankan Cargo is passionate about serving its customers even better by setting new standards, which when coupled with the innate warmth and friendliness of our people, create a service that rivals the best in class,” said Chaminda Perera, Head of Cargo of SriLankan Airlines.

The four classes of service emphasise precision in activities throughout the airfreight logistics process. Freshness Class and Wellness Class focus on priority service, rapid connections and advanced cold chain management to conserve the freshness of perishable cargo and potency of medicine, respectively. Precious Class pledges to offer the highest degree of security for valuable and vulnerable cargo, and Guardian Class aims to provide all the comfort and care that pets and other animals need during air transportation.

The redesigned website, another important element of the framework, aims to supply customers with all the information that they require for shipping decisions. From discovering the perfect flight schedule to easily calculating the chargeable weight by entering the dimensions of the consignment or making a request for air cargo charter services, the site promises to be the quickest information source for SriLankan Cargo products.

“It is great to see the national carrier aggressively forging ahead with the introduction of these value-added products amid all the challenges that they are facing. I take this opportunity to wish SriLankan Cargo every success as they take off into the future,” said Ruwan Waidyaratne, Managing Director of Hayleys Advantis.

Leveraging on road and partner networks, SriLankan Cargo is able to provide customers the flexibility to move cargo beyond the points which SriLankan Airlines directly serves. With top-notch storage facilities and cargo handling equipment to manage customers every requirement, SriLankan Cargo is a one-stop solution for any type of consignment.