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Other research product . 2022

The impact of changing the service provider – Case Japan Airlines Cargo Helsinki

Yli-Hakala, Essi;
Open Access
English
Published: 01 Jan 2022
Country: Finland
Abstract
Because of Covid-19, air cargo operations have become more and more important for the airlines to cope with the loss of the passenger traffic revenues. To guarantee the safety and security for a flight carrying cargo, smooth processes are required throughout the whole air cargo supply chain. One of the most important players in this chain is the ground handling agent at the airport who is responsible for ensuring proper handling and weight control of the cargo before it is loaded on the flight. This thesis was commissioned by Japan Airlines Helsinki branch, and it was linked to the project of the airline changing the cargo ground handling agent from the beginning of 2022. The transfer from the previous ground handling agent to the new one needed to be as smooth as possible to guarantee the continuity of the cargo operations for the import and export cargo. The main goal of this thesis project was to find ways to measure the quality during the early stage of the new contract. The research aimed to measure how the new ground handling agent succeeded in taking over the cargo handling operations, and if the service level was meeting the expectations of the airline. The idea for the thesis came from the writer and the focus was set for the first month of operations. The research was conducted as a case study, and the main method for data collection was observation. In addition, data was collected by using irregularity records and other information available related to daily handling. The theoretical framework was built around the concepts of air cargo handling, ground handling agent, and service quality. The results of this research indicated that the transfer was rather smooth and the new ground handling agent was able to take over the operations in such manner that there was no bigger impact on the daily operations from the airline perspective. The research also provided some focus points for the future by identifying certain service deviations during the first month.
Subjects

Aviation, fi=Matkailu|sv=Turism|en=Tourism|, air transport, goods traffic, rahti, quality assessment, Degree Programme in Aviation and Tourism Business

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