WestJet Cargo outsourced its customs processes to TCE on 18NOV24, citing TCE’s resource efficiency and expertise. TCE quickly developed a tailored customs monitoring and reporting solution for all WestJet Cargo’s international movements. Within just six weeks, TCE analyzed workflows, identified optimizations, and established a system for customs messaging, accessing WestJet’s SmartKargo ACMS and CHAMP portals to manage and action all customs communications. It now delivers comprehensive customs reporting, supporting all Advance Cargo Information (ACI) processes, including AMS, ACAS, PLACI, PACT, VUCEM, and ICS2. The dedicated customs team covers three key areas: Monitoring and Documentation (ensuring accurate, compliant data submissions), Reporting and Communication (providing timely updates and liaising with stakeholders), and Investigation and Corrective Action (analyzing penalties, investigating causes, and managing appeals). WestJet has already noticed reduced fixed costs, optimized resource use, and improved customer service.
Sarah Scheibe, Managing Director of TCE, described: “We tailored a bespoke solution for WestJet Cargo that aligns with the airline’s unique requirements and system configurations, ensuring seamless messaging synchronization. Following the setup phase, we conducted trial runs in a test environment to identify and address any potential gaps before going live shortly after these were successfully completed. We now have a dedicated TCE WestJet Cargo customs monitoring team in operation 24/7, with two main targets: to manage and maximize customs compliance, and to minimize customs fines.” Julius Mooney, Director – Cargo Commercial at WestJet Cargo, explained that the decision to outsource customs processes, to alleviate pressure on its Operations Control Center and allow them to focus on core responsibilities, had been taken in NOV24: “Given the increasing complexity the air cargo industry has seen in this area over the past four months, our decision could not have come at a better time. Customs training and understanding are a challenge for any airline as the rules often change and we are constantly working against the clock to ensure that our aircraft leave as scheduled, with all cargo correctly and safely declared and stowed on board. […] Judging by the money we have saved so far in customs fines, by the end of this year, we could be looking at having to pay out less than a fifth of what was paid in 2024. They say ‘money talks’: I can’t think of a better example to prove TCE’s efficiency and expertise, and would like to thank Sarah Scheibe and her amazing team, at this point. As far as I am concerned, the C in TCE stands for Total Customs Expertise – which I can ‘declare’ to be a total success for WestJet Cargo.”
