ETIHAD CARGO
Placing customers at the heart of Etihad Cargo’s 2025 strategy
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s we look to 2025, Etihad Cargo is strengthening its commitment to putting our customers at the heart of our operations. Every decision we make, every product we develop, and every strategy we implement is driven by the goal of meeting and exceeding our customers’ expectations. 2024 was a strong year, marked by a series of accomplishments that reflect our dedication to placing our customers first. Building on this success, we are excited to enter the new year with an even sharper focus on delivering tailored, reliable, and innovative solutions to meet the evolving needs of our clients. We are targeting a 6% increase in capacity in 2025, supported by the expansion of Etihad’s fleet and network. New destinations such as Taipei, Hong Kong, and Hanoi, alongside a dedicated freighter service to Paris, have been strategically chosen to align with our customers’ priorities. The finalisation of a joint venture with SF Airlines will further boost connectivity and create opportunities for seamless cargo movements, ensuring our customers have access to key markets across Asia, Europe,
32 JANUARY 2025
By Stanislas Brun Vice President Cargo
and beyond. Our commitment to working more closely with customers is reflected in the operational changes we made in 2024. By integrating the operations function within the cargo division, we will be able to respond faster and more effectively to customer requirements. We have also restructured our regions and appointed senior managers for products and global accounts to provide greater focus and leadership in areas critical to our customers’ success. This structure allows us to maintain a strong focus on service delivery, ensuring that every client benefits from solutions tailored to their specific needs.
Greater customer satisfaction At the heart of our strategy is a drive to provide greater personalisation and understanding of our customers’ challenges and goals. In 2024, we launched a dedicated Customer Experience Department, focused on strengthening relationships and ensuring consistent communication throughout the customer journey. In
the coming year, we will build on this foundation by implementing new tools and technologies to anticipate needs and deliver tailored solutions with greater precision. We also continue to refine our portfolio of specialised products, such as PharmaLife, FreshForward, and SecureTech, which address the unique needs of industries ranging from pharmaceuticals to highvalue electronics. These products are shaped by direct input from our customers, ensuring they meet the highest standards of reliability and innovation. Collaborating with clients allows us to adapt quickly to changing market demands and develop services that genuinely add value. Looking back, 2024 was one of Etihad Cargo’s most successful years, underpinned by our focus on meeting customer expectations and delivering outstanding service. As we move into 2025, we are eager to build on this momentum. By working hand in hand with our customers, we aim to redefine industry standards, strengthen partnerships, and make 2025 an even stronger year for Etihad Cargo and our partners.