CCLP: Simplifying cargo damage reporting between handling agent and airline
Streamlining Cargo Claims Reporting: Enhancing Accuracy, Efficiency, and Quality
Effective and accurate cargo claim reporting plays a critical role in the logistics industry. It ensures airlines can promptly inform shippers about possible service disruptions and obtain additional instructions, such as re-packing damaged consignments. Furthermore, well-documented damage reports significantly accelerate claims resolution while offering valuable insights for process improvement and quality assurance.
While cargo damage is the exception rather than the norm, any instance of damage must be promptly reported to the carrying airline. Traditional reporting methods were outdated and inefficient, prompting the need for modernization. We spoke with Erwin Roeleveld, Project Leader Cargo Operations at Menzies World Cargo (Amsterdam), to explore how technology is revolutionizing cargo claims management.
Erwin explained, “Previously, if damage was discovered, reports were prepared in Word or Excel, with photographs added later. Everything was done on desktop computers, away from the damage site. Identifying the correct airline contact was another challenge—email addresses had to be manually looked up, and if an employee had left, we had to figure out who had taken over their responsibilities. It was an inefficient process, but at the time, there was no alternative.”
To address these inefficiencies, Menzies adopted an internet-based application developed by CargoHub. This system replaced traditional methods by saving all data in a central database integrated with their quality management system. While this was a significant improvement, limitations persisted. Reports still required manual authorization, were open to subjective interpretation, and could only be created on desktop computers. Additionally, selecting the correct contact person and sending reports remained manual tasks.
Over the past two years, the CargoHub application has been enhanced and is now part of the Cargo Claims Loss Prevention (CCLP) Program (www.cclp.aero), designed for airlines and handling agents. This upgrade introduced game-changing features.
Erwin shared, “With the CCLP mobile app, damage reports can now be created on-site, and photographs are uploaded instantly. The questionnaire is user-friendly, helping our employees accurately classify damage and calculate financial risks. The system automates liability calculations based on per-kilogram amounts, ensuring transparency. Reports are dispatched automatically within 30 minutes, eliminating the need to manually search for airline contact details. This ensures we meet the damage reporting requirements outlined in our Service Level Agreements (SLAs).”
The application also supports root cause investigation, an essential aspect of the claims process. Real-time damage data allows Menzies to analyze the frequency, nature, location, and cause of incidents, enabling proactive measures to prevent future damage and improve service quality.
Erwin highlighted, “Our Warehouse Management System (WMS) is integrated with the CCLP application, so data no longer needs to be manually transferred between systems. This seamless integration streamlines the process, making it more efficient while ensuring airlines receive damage reports faster.”
From an airline’s perspective, the benefits are equally significant. Henk-Jan van Keulen, Country Manager of AFL, commented, “The new system is a vast improvement over the old method. Previously, we received loose documents and photos; now, everything is consolidated into one system. The clear overview helps us decide faster whether to proceed with the consignment or stop the damaged package. Damage reports are sent as small PDFs, and we can access them via the CCLP mobile app. Additionally, we can configure the dispatch settings to include origin and destination stations, enhancing transparency and efficiency. This has taken our customer service to the next level.”
Both Erwin and Henk-Jan concluded, “The CCLP application has proven its value by simplifying functionality and streamlining communication about damage. The efficiency and transparency it brings have transformed the claims handling process for the better.”
With advanced features, real-time insights, and automated workflows, the CCLP program is setting new standards in cargo claims management, benefiting airlines, shippers, and handling agents alike.
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