Air France KLM Martinair Cargo (AFKLMP) reported that 85% of all cargo bookings were made online last month – a record high, marking a significant milestone in its digital transformation journey. The airline lauded this achievement as proof of the success of its myCargo digital platform which, over the past eight years, has evolved from a simple quote-and-book tool into a comprehensive online service hub.
The myCargo platform, developed in-house with direct input from customers and cargo professionals, has become the cornerstone of AFKLMP’s channel strategy. It aims to meet the growing demand for seamless, round-the-clock business interactions in the cargo industry. AFKLMP has invested heavily in dynamic pricing, and leveraging data and artificial intelligence to offer real-time optimal pricing. Additionally, AFKLMP has partnered with Salesforce to develop a new global Customer Relationship Management (CRM) platform. Set to be rolled out across more than 65 offices worldwide by mid-2025, this CRM system aims to generate new benchmarks for service levels in the cargo industry.
To complement its digital advancements, AFKLMP has expanded its service offerings. The introduction of the PLUS service level provides customers with higher commercial priority, while network expansions, particularly in Asia, support the booming e-commerce market. The company has also maintained significant cargo capacity in South America, the United States, and Africa. These strategic developments have not only generated increased customer appreciation but also reinforced AFKLMP’s position as a leading European carrier throughout 2024. It plans to continue its commercial transformation in 2025 as it evolves to meet the changing needs of its customers.
GertJan Roelands, Senior Vice President Commercial at Air France KLM Martinair Cargo, stated, “We have high hopes for 2025, when we will continue to take bold steps in our commercial transformation by offering unique, next-level service propositions to meet the increasing demands and needs of our customers.”
