With the combined strength of five airlines and a dedicated Critical support team under our wing, here at IAG Cargo we are always moving – 365 days a year. We chat to Product Support Executive Suchita Kumar about our Critical product and how we handle shipments that require more than just speed.
How long have you been working for the IAG Cargo Critical team?
I have been working with the Critical team for the last 2 years.
What makes IAG Cargo’s Critical product a cut above the rest?
Our Critical product speaks for itself. Guaranteed capacity, dedicated fast-track lane, booking requests as little as 4 hours prior to departure, enhanced monitoring and a dedicated 24/7 Critical team who bring unique knowledge from different areas of the business and are on hand to offer support every step of the way. We are so confident we will fly as planned that we offer performance guarantee.
As we come to the end of 2019, what is your proudest achievement?
My proudest achievement is supporting the transportation of live human cells to cancer patients. I was invited to the research centre where cells are extracted from patients and engineered before being administered back to them. I worked endless hours to understand and define the process for my team and to ensure a smooth transition for these shipments.
What has been your favourite shipment to look after and why?
Every Critical shipment is vital, however Cell and Gene Therapy shipments are very close to my heart. My father died of cancer and this work gives me a platform and an opportunity to really help make an impact.
What kind of feedback have you received from customers?
This is something I am really passionate about, and I’ve had excellent feedback from external and internal customers who praise our commitment and dedication to each and every case. We always go the extra mile, and our customer loyalty reflects that.
What do you love about your job?
The challenges I face every day to deliver and keep our customers happy. This also means challenging my colleagues and building relationships both internally and externally. With a very strong commercial background from my previous roles, working with the Critical team has given me an opportunity to learn how our operation works and to acquire skills like negotiating rates.