Emirates SkyCargo, the cargo arm of the world’s largest international airline, is intensifying its focus on providing an exceptional customer experience. The carrier has formalized this commitment by signing a Service Quality Agreement with Kuehne+Nagel, one of the world’s largest freight forwarders. This move is part of a broader strategy to track performance and demonstrate the airline’s role as a trusted partner for global trade.
Emirates SkyCargo, a member of IATA’s Cargo iQ since 2018, follows a data-driven performance management roadmap to measure its service. According to Cargo iQ reporting from January to April 2025, the airline achieved an average score of 96%, placing it among the highest-ranking out of 30 airlines monitored. The airline reports on over 90% of its shipments, consistently ranking in the top percentile despite handling more cargo than most other members.
To align with its internal “Emirates Gold Standard,” the carrier sets targets that surpass industry benchmarks. In the last financial year, 92% of shipments across its network were flown as booked. This figure rose to 98% for shipments originating from Dubai, well above the industry norm of 80%. This reliability helps customers better plan and manage their businesses.
Moaza Al Falahi, Vice President of Cargo Customer Affairs and Service Audit at Emirates SkyCargo, stated, “Emirates is built on an ethos of customer centricity and underpins every part of our business. From rapid, seamless connectivity across our vast global network, to expert consultation with our in-house experts, we aim to provide an unbeatable experience for our customers.”
The new Service Quality Agreement with Kuehne+Nagel sets high targets for on-time performance. It highlights several key milestones to track success, such as the NFD milestone, which confirms that a shipment was transported as expected and the consignee was updated. This partnership aligns with both companies’ shared goal of elevating industry standards through Cargo iQ.
“Our partnership with Emirates SkyCargo is built on a shared commitment to quality, transparency, and customer focus,” said Thomas Reichmann, Global Air Logistics Carrier & Procurement Manager at Kuehne+Nagel. “Signing the Service Quality Agreement marks an important step in further strengthening our collaboration and ensuring measurable excellence across the entire supply chain.”
Emirates SkyCargo is also committed to solving transportation challenges by regularly consulting with customers to develop and refine its product portfolio. A recent example is the launch of Emirates Courier Express, a door-to-door cross-border delivery solution developed in close coordination with customers for over a year before its market launch.
To further enhance convenience, Emirates SkyCargo’s digitalization strategy ensures that its services are easily accessible. The airline is directly connected to global customers and the biggest digital marketplaces and Transport Management Systems used by freight forwarders worldwide.
As Emirates SkyCargo continues to grow its fleet, expand its network, and develop new products, its focus on providing an unbeatable experience for its customers remains steadfast.
อัพเดตข่าวสารและบทความที่น่าสนใจในอุตสาหกรรมโลจิสติกส์ก่อนใคร ผ่าน Line Official Account @Airfreight Logistics เพียงเพิ่มเราเป็นเพื่อน @Airfreight Logistics หรือคลิกที่นี่
