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Saturday, May 18, 2024

Etihad Cargo’s Pharma Champions plans to enhance customer service


bay today, Journalist

Etihad Cargo, the cargo and logistics arm of Etihad Airways, has launched a ‘Pharma Champions’ development program aimed at enhancing pharmaceutical transport expertise and customer service. As a strategic move, Pharma Champions aligns with Etihad Cargo’s long-term plans and the implementation of the airline’s cold chain master plan to be launched in 2020, contributing to Etihad Cargo’s shared vision with Abu Dhabi. The foundation was laid to further establish the UAE as a global pharmaceutical and life sciences hub.

In recent years, Etihad Cargo has made significant improvements to its cold chain product offering, including network, operations and processes.

The airline has implemented a rigorous quality program emphasizing training and development, continuous improvement and adherence to high standards across the organization. Reflecting its commitment to quality, the airline was recertified by IATA CEIV Pharma in 2022 and is one of only 44 airlines worldwide to hold this accreditation.

Pharma Champions have been developed to be fully compliant with the IATA CEIV Pharma guidelines, enhancing Etihad Cargo’s ability to deliver consistent standards when transporting this critical cargo via the carrier’s PharmaLife product.

Etihad Cargo’s award-winning pharmaceutical delivery solution, PharmaLife, has achieved significant year-on-year growth. Over the past 12 months, Etihad Cargo has seen a 49% increase in tonnage of pharmaceuticals and life sciences products compared to last year.

Etihad Cargo is committed to continuous improvement, product enhancements and carrier expansion to meet growing demand in +15 to +25°C Controlled Room Temperature (CRT) and +2 to +8°C Cold Storage (COL) segments network, currently serving more than 62 destinations worldwide.

To strengthen links between Abu Dhabi and the rest of the world, Etihad Cargo has developed over 1,330 trade lanes that are IATA CEIV Pharmaceutical and GDP certified, ensuring the integrity of products in transit.

Pharma Champions was developed proactively by Etihad Cargo’s Business Development, Learning and Development and Operations Support teams to enhance local expertise and benefit the airline’s customers and partners through improved service levels.

The program includes online and on-site training, visits to Etihad Cargo’s dedicated pharma center and the development of a dedicated PharmaLife action plan, providing participants with the tools to add additional value to existing partnerships, identify new business opportunities more effectively and secure Etihad Cargo’s PharmaLife products are delivered in full compliance with strict international standards.

Tim Isik, Vice President Commercial, Etihad Cargo, said: “Etihad Cargo has developed and launched Pharma Champions to enhance the ability of carriers to transport high-value, temperature-sensitive pharmaceuticals across its global network.”

“In addition to giving participants (Pharmaceutical Champions at Etihad Cargo) a deeper understanding of PharmaLife’s key capabilities, the program also facilitates the development of a tailored PharmaLife Action Plan that enables Champions to deliver exceptional customer service, Improve customer response times and gain expertise in their area.

These pharma champions will be an integral part of Etihad Cargo’s cold chain strategy and operations for the coming years and will serve as a point of contact for the airline’s key PharmaLife markets.

This will enable Etihad Cargo to enhance regional knowledge centers, ease the challenges of operating across multiple time zones and ensure the carrier can respond to customer inquiries faster and more efficiently. “
Pharma Champions is Etihad Cargo’s latest move to expand the company’s specialist pharmaceuticals transport capabilities.

It complements new features introduced in recent months, such as the launch of new dedicated thermal blankets in Etihad Cargo’s key pharmaceutical markets.

The airline has also invested in infrastructure to support Abu Dhabi’s vision to become a global hub for pharmaceuticals and life sciences, including the opening of a state-of-the-art 3,300-square-meter cold chain facility at Abu Dhabi Airport. Established in partnership with Etihad Airport Cargo Services and Abu Dhabi Airports, the new facility will double Etihad Cargo’s cold chain capacity, transporting and accommodating an additional 50,000 tonnes of cold chain merchandise.

Etihad Cargo is the cargo and logistics division of Etihad Airways. Since its founding in 2004, Etihad Cargo has rapidly grown to become one of the world’s leading air cargo companies, offering customers a range of cargo products and services to five continents. Its hub in Abu Dhabi is strategically located at the center of the world’s busiest trade lanes, providing indispensable links between Asia, Europe, North America, Australia and Africa.

In addition to general cargo, Etihad Cargo also offers a wide range of specialty products including live animals, dangerous goods, valuables and fragile items, personal effects, and market-leading cold chain products (the latter with rigorous independent verification by IATA Center of Excellence) pharmaceutical and perishable goods logistics and live animal logistics certification).


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