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. “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,” stated Chaminda Perera, Head of Cargo of SriLankan Airlines.

The four classes of service emphasize 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.

Customers can now reach out to the SriLankan Cargo team at any time of the day through the new 24/7 service hotline at +94197 33 3344, an integral feature of the new service framework. SriLankan Cargo will further provide regular tracking updates on shipments to customers.

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,” expressed Ruwan Waidyaratne, Managing Director of Hayleys Advantis.

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