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01/06/2021 15:17
The weekly newspaper for air cargo professionals No. 1,135
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7 JUNE 2021
Recovery from the GSSA perspective...
BRUcargo’s Green Lane gets the green light
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INSIDE
ŠIAULIAI AIRPORT EXPANDS...
Šiauliai International Airport, located in the western part of Lithuania, has had a strong year for cargo. “We are at the finishing stages of the €9.5 ... PAGE 2
WFS OPENS MODERN CARGO...
Worldwide Flight (WFS) has opened ern cargo handling Hartsfield-Jackson International Airport
Services a modcentre at Atlanta ...
PAGE 4 EMIRATES IS NO STRANGER ...
Vaccine rollout around the world is well under way and Emirates SkyCargo has been instrumental in vaccine logistics in the Middle East and ... PAGE 5
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russels Airport, Air Cargo Belgium, and the entire BRUcargo community have taken a giant leap in the further digitisation of cargo processes. On June 1 the Digital Green Lane for digitising the landside pick-up and delivery process was fully implemented by 12 ground handling agents and freight forwarders. that combined represents 75% of the freight volumes at Brussels
Airport. The well-known BRUcloud data sharing platform, hosted by partner Nallian, that currently counts 12 different applications all digitising a specific aspect of the air cargo process, was taken to the next level. Via a Memorandum of Understanding, eight freight forwarders and four ground handling agents agreed on the rollout of the Digital Green Lane,
which started June 1. These companies are APA, BDP International, DHL Global Forwarding, DSV, Expeditors, Geodis, Kuehne + Nagel, Nippon Express, Aviapartner, dnata, Swissport and WFS. The Digital Green Lane is a uniform standardised pick-up and delivery process between freight forwarders and ground handling agents, supported by the BRUcloud Landside Management applications. This means that all freight is
being picked up or dropped off at a registered time slot, all freight information is shared digitally throughout the process and all actions during the pick-up and drop-off process are registered by the driver on a mobile device. This step is a milestone in the BRUcargo community’s push to digitalise processes, paving the way for optimised and streamlined processes at the Airport.
CARGO WILL REMAIN A LIFELINE
Martin Drew, senior vice president for sales and cargo, Etihad Aviation Group. ACW: The Middle East and Etihad in particular have ... PAGE 8
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Šiauliai Airport expands cargo capabilities Šiauliai International Airport, located in the western part of Lithuania, has had a strong year for cargo. “We are at the finishing stages of the €9.5 million infrastructure modernisation project. We will be able to receive large transatlantic aircraft thanks to the widened runaway, which we extended from 21 to 23 metres to match the wingspan of these large aircrafts. “Runway B can already be used by aircrafts such as Boeing 737, Airbus 319, and Airbus 320, but the extended runway will now be ready for aircraft with twice the passenger capacity, such as Boeing 747 and Airbus 330,” said Aurelija Kuezada, director of Šiauliai Airport. Šiauliai Airport will be a home to Europe’s largest Aviatic MRO aircraft maintenance
and repair centre. The hangar of the strategic investor will take up an area of 23k sq m and create around 1,000 jobs. “We’re slowly but steadily becoming an aviation business centre. We are leasing an area of 63k sq m to the Estonian-capital aircraft maintenance and repair company, Aviatic MRO, for parking aircraft. For a
sense of scale, the area can accommodate 16 aircraft with a passenger capacity of up to 180 at any one time. In April, the company started the construction of the hangar, which has an estimated value of around €20 million. It will become operational in the second quarter of 2022,” said Kuezada.
Etihad Cargo and Jettainer extend partnership Jettainer has extended its long-standing management partnership with Etihad Cargo to manage the carrier’s cool containers from May 1, 2021. Jettainer has managed and maintained Etihad Cargo’s ULD fleet since 2011. During the last decade, the two companies have consistently expanded their partnership.
“Jettainer has been an exceptionally reliable ULD management partner for Etihad Cargo for many years now. The expansion of the partnership delivers additional efficiency gains and cool&fly provides greater efficiency for the transportation of temperature-sensitive cargo which is
especially paramount during the pandemic and in the long term. This plays a key role in the expansion plan of the PharmaLife and FreshForward product offering, ensuring customer satisfaction every step of the way,” said Andre Blech, director of operations and delivery at Etihad Cargo.
Vaz-Arab joins Chapman Freeborn Chapman Freeborn has appointed Sharon Vaz-Arab, an aviation expert with 30+ years of experience, as its new Director – IMEA (India, Middle East & Africa). Vaz-Arab arrives at the company following 26 years at Cargolux. She also managed global accounts for Etihad. Based in the company’s Dubai office, VazArab is now tasked with managing its business in the IMEA region. She will be working closely with Neil Dursley, Chapman Freeborn’s chief commercial officer, and will play a crucial role in his global team. Dursley commented: “We are delighted to welcome Sharon to Chapman Freeborn, her wealth of knowledge and expertise will be fundamental to our strategic growth plans for IMEA. Having worked across the industry in the Middle East with Sharon for over 20 years, I have every confidence that she will achieve great success in this new role at Chapman Freeborn.” Vaz-Arab commented: “Dubai is a location of significant strategic importance, bridging the western and eastern territories, and serving as a hub to many of the world’s top companies. I am looking forward to linking Chapman
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Freeborn’s IMEA interests to generate new business, developing its cargo and passenger air charter operations. “The UAE government has always supported business in Dubai, setting up over 30 free-zones across the city to boost economic development. As we emerge from this crisis, I am excited to be part of the Chapman Freeborn team and work towards building our network in the IMEA region.”
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Operations start at U-Freight’s first smart eCommerce fulfilment centre
Work has been completed to turn one of the five freight hubs operated by U-Freight Logistics in Hong Kong into a smart warehouse. The company’s 21,000 sq ft eCommerce fulfilment centre (EFC) in Kwai Chung has been equipped with an automatic guided vehicle (AGV) and Intelligent Racking system, and associated operating software, to improve the efficiency of operations and reduce costs. For inbound consignments, the system, which was supplied by award-winning RV Automation Technology Company, will analyse the weight and dimensions of each
Stock-Keeping Unit (SKU) in order to bring the most suitable storage rack to the EFC operations staff, enhancing the utilisation of storage capacity and shortening processing time. Furthermore, this shortens the time period to the outbound order processing stage, which means consumers get their goods sooner. When there are no operations staff at the EFC, the non-sleeping AGVs still execute instructions and pre-arrange the required goods to be ready for pick/pack when the operations staff return to work.
The U-Freight Group was an early entrant into the world of e-commerce logistics, and over the last few years several of the company’s warehouse facilities across Asia, North America, and Europe have been equipped to enable them to act as EFCs. “The deployment of autonomous mobile robots in warehouses around the globe is transforming the future of the e-commerce sector and its ability to meet rising business and consumer demand,” says Simon Wong, the chief executive officer of the Hong Kongbased international freight forwarding and logistics group. “The latest development is part of U-Freight’s ongoing investment to meet the ever-increasing challenges of providing logistics services to this rapidly expanding sector of global trade. “In our EFCs, picking operations account for an increasing proportion of costs, accounting for more than 50% of warehouse operation costs. “Traditional warehouses mostly adopt the “person-to-goods” selection mode, which can mean high labour cost and low selection efficiency. “By implementing an automatic guided vehicle (AGV) and Intelligent Racking system, we will be adopting the ‘goods-to-person’ picking mode, and believe this will improve production efficiency. It should also enhance workplace safety and improve ergonomic conditions for operations staff in our EFCs.”
Kerry eCommerce and MTR Corporation launch new retail solution
MTR Corporation and Kerry Logistics Network Limited have announced their collaboration in launching an online-to-offline (‘O2O’) new retail solution through their respective sub-brands, MTR Shops and Kerry e-Commerce, to bring new retail experiences to consumers in Hong Kong. The launch event held at Hong Kong Station on May 25 unveiled the first new retail collaboration, “Kerry Express @ MTR Shops,” between the two companies to meet modern-day consumer preferences by leveraging respective competitive edges in terms of business and infrastructure capability and coverage. The O2O new retail solution aims to enhance consumers’ online shopping experience with a new way of one-stop fulfilment solutions, bringing ease and expediency to online consumption. Eight “Kerry Express @ MTR Shops” outlets will commence service at MTR stations across Hong Kong, namely Hong Kong, Kowloon, Fanling, Fo Tan, Tseung Kwan O, Siu Hong, Diamond Hill and Kwun Tong stations. A total of 13 O2O outlets are set to open within this year as interactive stores and self-service pick-up units, in which the interactive stores
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will be additionally equipped with interactive screens that allow instant purchase and pick up for a selection of products. Jeny Yeung, commercial director of MTR Corporation, said: “The launch of the ‘Kerry Express @ MTR Shops’ new retail solution marks a milestone for the Corporation in playing a role in the new economy. We are excited to join hands with Kerry Logistics Network and introduce to our customers this new seamless and hassle-free e-shopping retail experience. Imagine how convenient it would be to make an online order at your fingertips and then collect it right at the station on your journey home by MTR.” Samuel Lau, deputy managing director – integrated logistics of Kerry Logistics Network, said: “We are delighted to work with MTR Corporation to launch our first O2O outlets in Hong Kong. As online consumption becomes an integral part of 21st century living, speedy and convenient pick-up solutions are vital to the shopping experience. Building on MTR Corporation’s far-reaching presence in Hong Kong, coupled with Kerry eCommerce’s industry-leading service capabilities, we can bring ease and accessibility to more online shoppers.”
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WFS opens modern cargo terminal at Hartsfield-Jackson Airport Worldwide Flight Services (WFS) has opened a modern cargo handling centre at Hartsfield-Jackson Atlanta International Airport (H-JAIA), the first new cargo terminal in 30 years. WFS won the airport’s tender for a 20-year lease to operate the new 100,000 sq ft Cargo Building C, which is a key part of H-JAIA’s multi-billion-dollar master plan to accommodate the future aviation needs of the region. Prior to the global disruption to aviation services caused by the COVID pandemic, Atlanta was the world’s busiest international airport and a major air cargo hub handling more than 675,000 tonnes per annum. Mike Simpson, EVP Americas at WFS, said: “We were extremely proud to be awarded the opportunity to operate Cargo Building C, and to now be opening the first new cargo terminal at H-JAIA in more than 30 years. Atlanta is a major cargo hub in North America and, through this long-term commitment and investment, WFS is demonstrating its ability to offer airlines using this great airport the highest international standards of safety, security and service. We look forward to a long and successful partnership with the airport authority and Atlanta’s air cargo community.” The new building combines full cargo and freighter handling capabilities and provides 11 dock doors, drive-up ramp access and a container bypass system. Multiple charging points are also available for ‘active’ temperature-controlled containers and WFS is also offering services for temperature sensitive shipments. In line with WFS’ priority focus on safety and security, the building incorporates multiple security features, including access control systems and the latest CCTV technologies covering the interior and exterior areas of the operation, and the adjacent ramp area behind the warehouse, which offers parking for two freighter aircraft. Equipment inside the warehouse includes forklifts with a capacity range from 4,000lbs to 30,000lbs, three large weighing scales – including a 30,000lb in-ground, drive-on system – and ground services equipment for full aircraft handling. Sustainability benefits are also designed into the new operation, including low energy warehouse and office lighting systems, and with large fans to cool the warehouse in the summer and generate warm air circulation in the winter, which will lower overall energy usage.
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Emirates is no stranger to vaccine transport Vaccine rollout around the world is well under way and Emirates SkyCargo has been instrumental in vaccine logistics in the Middle East and globally. ACW caught up Dennis Lister, VP Cargo Commerical Development, Emirates for an update on the airline’s vaccine operations. ACW: In February, Emirates SkyCargo signed a MoU with UNICEF to expedite the transportation of COVID vaccines. How is this operation going so far? Dennis Lister: Since then, we have transported several million doses of vaccines for UNICEF and the COVAX initiative through Dubai to markets across Africa, Asia and Latin America. We have also partnered with leading Dubai-based players DP World, International Humanitarian City and Dubai Airports to form the Dubai Vaccine Logistics Alliance with the purpose of pooling our combined expertise and facilities to support the transportation of COVID-19 vaccines through Dubai. Overall, Emirates SkyCargo has transported more than 70 million doses of COVID-19 vaccines through Dubai to communities across the world. This includes UNICEF shipments as well as shipments ordered by governments and other entities. Around one in every 20 COVID-19 vaccines administered around the world has travelled on an Emirates aircraft through Dubai. We continue to transport COVID-19 vaccines on our flights across six continents on a daily basis. ACW: What has been the strategy and key to success in terms of vaccine transportation? Lister: We have been able to successfully transport a large volume of COVID-19 vaccines through Dubai thanks to a number of reasons. Early preparation. Very early on during the COVID-19 pandemic, we realised that there was going to be a requirement to transport a large quantity of COVID-19 vaccines around the world. Keeping this in mind, we set up the necessary facilities and protocols to prepare ourselves. Emirates is no stranger to moving vaccines. Every day for the last two decades, we have been transporting vaccines and other
temperature sensitive medication for other illnesses so we had a wealth of expertise, which we could activate for the purpose of transporting COVID-19 vaccines. Fit for Purpose facilities. Our hub in Dubai has state-of-the-art GDP certified facilities for storing and transporting temperature-sensitive shipments. Our processes for handling pharma are also GDP certified. With our fleet of modern aircraft and innovative equipment such as cool dollies, we are able to safely and rapidly transport vaccines from origin to destination. Network & Partners: Emirates SkyCargo has a global network covering 135 destinations across six continents. This helps us get vaccines and other time -sensitive shipments from one point of our network to another very rapidly. Additionally we also have a network of pharma stations where we work closely with our local ground handling partners to provide enhanced protection for pharma shipments from origin to destination. ACW: Vaccine programme rollouts are one aspect, but in your opinion, what will be another driver for recovery in the aviation industry? Lister: I can only comment on the air cargo sector. What we have seen is that despite the closure of international borders and the near complete suspension of passenger flights during the early stages of the pandemic, air cargo proved to be very vital in order to transport pharmaceuticals, food and essential supplies such as PPE and related supplies. The loss of passenger aircraft capacity meant that we had to reinvent our business models to operate cargo flights on passenger aircraft and many related innovations. With markets and economies opening up and partly recovering, we have continued to witness strong demand for cargo capacity, not only to move essential supplies and COVID19 vaccines, but other goods required for the smooth functioning of different segments of the economy including retail and manufacturing.
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Through the trials and tribulations of the past 15 months, the air cargo industry has adapted, overcome and even prospered. ACW hears some key voices from the industry on how and why the air freight sector will change and develop going forward.
Recovery from the GSSA perspective...
Sebastiaan Scholte, CEO, Kales The first question is: will there truly be a post- COVID period in the coming five years? I personally believe that we somehow have to continue to cope with it, since the virus will mutate and unfortunately not everybody will be vaccinated in the coming years. The current market, and especially the yields are determined by the lack of belly capacity.
While leisure travel may recover to pre-COVID levels, it is doubtful that business travel will recover fully, probably leading to a long lasting reduction of long haul belly capacity. The big threat to economic recovery could be inflation in the coming years. Oil prices, wages, and even transport cost are all rising. Inflation however favours air cargo over sea
freight since the cost of capital on inventory will rise which affects products with a high value density. One benefit of the COVID crisis is that it has accelerated much-needed digitisation. But we are still not there where technology could bring us. There is still too much manual handling and inefficiencies in booking processes. I believe that GSSA’s have and will play an important role during and after the COVID crisis. At Kales Group we have an entrepreneurial agility where we can react to changes quickly and optimise the results for our airline customers. Cargo has become a lot more important for airlines, but at the same time airlines are looking at how to become leaner as well. This is a perfect opportunity to outsource to a GSSA in certain markets. GSSA’s not only play a role in selling the airline’s capacity, but a lot more in terms of operations, market intelligence and also fostering partnerships. Certain e-Commerce companies will play a more important role in the air cargo industry, not only as consumers of air cargo but even as suppliers of air cargo capacity, where the ideal partnership would be with a neutral GSSA.
Booking platforms can definitely help making the booking process more efficient. GSSA’s should and will embrace this. I do not see it as a threat since GSSA’s do so much more than simply taking a booking. In other words, the outlook in principle remains good, with yields in the coming years probably higher than pre-COVID, where GSSA’s will continue to play a crucial role.
Esther Romar, business development director, IAS Aviation
Not having a crystal ball makes recovery hard to predict. However, we see signs that carriers are increasing flight operations to accept more passengers this summer for leisure travel. The hard part is to predict what will happen in Q4. Will business travel come back and allow commercial airlines to maintain the schedules and network as it is in holiday months like July/ August? Will business travel return to what it was?
Will the ‘forced’ digitalisation of online gatherings stick? I believe it will have an impact. Many events will remain online but they will never replace face-to-face meetings completely. Business travel will come back but will take a long time and might never reached the level it was. In the short term, leisure travel will increase enormously as we all want to get out but maybe after this period people will realise travel is not
the most environmentally friendly activity. Charters/freighters have always been a part of the industry and this will continue. Preighters I believe will continue as a ‘niche’. Everybody has seen the agile approach of the commercial airlines to turn aircrafts into various kind of preighters, some flew cargo-only in the lower deck compartments and others really invested in cargo-only cabins. Freight forwarders have also had opportunities to charter on an ad-hoc basis for themselves, which is an added value in the logistics chain that will not disappear in the next two years. Or at least as long as the passenger demand is still fragile and far from the level it was. GSSAs have always had an agile approach and have been an added value for airlines in general as we are specialists of the market. Our philosophy of being a customer focused organisation will grow and even become more important despite the growing digitalisations of the industry. We have to act more as a chameleon to find solutions for our customers and think with a no-box-mentality in the period to come. Not specifically GSSAs only but all stakeholders in airfreight; we will have to re-invent ourselves as the world is changing and we want to grow!
“A new generation of challenges will bring demand for a new generation of aircraft” The pandemic has highlighted the importance of connectivity. Now and always, no region can stand alone. We must all work together and support each other, not just to prosper, but sometimes – as we’ve seen in the past 18 months – to survive. Business and utility aircraft have a huge role to play in that process.
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In or out of a pandemic, these aircraft provide permanent lifelines to (often remote) communities globally, 24/7/365, delivering a level of connectivity that no other transportation can. From cargo to vital tourism revenues, many regions simply could not survive without general aviation. Looking ahead, a new generation of challenges will bring
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demand for a new generation of aircraft. The average twin-utility turboprop in service today is 30 years old, so the market needs new options that include the latest technologies. We haven’t seen a clean-sheet design in this space for more than 20 years. At Textron, we anticipate a growing demand, especially from
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Tom Perry, vice president of sales, EMEA, Textron Aviation
high-utilisation customers, for aircraft that can deliver robust performance with low operating costs. In our increasingly fast-paced world, a very large door for the rapid loading and unloading of cargo will be desirable in the years ahead, along with single-point pressure refuelling, allowing fast turnarounds. Excitement is certainly building for our Cessna SkyCourier turboprop, with first deliveries of the high-wing, large utility aircraft expected by the end of 2021. With a maximum payload of 6,000 pounds, the SkyCourier freighter variant will be able to fly three LD3 shipping containers and will feature the latest Garmin G1000 NXi avionics suite. FedEx Express is signed on as launch customer, with an order for 50 SkyCouriers and an option for 50 more of the aircraft. The business aviation community – and the wider air cargo industry – should be proud to provide such outstanding service to the world during the pandemic. Regional connectivity is a need that must continue to be met, and new aircraft such as the Cessna SkyCourier prove we’ll be ready for future challenges.
Collaboration will achieve sustainability Guillaume Halleux, chief officer cargo, Qatar Airways Cargo explained to ACW the cargo airlines strategy to grow and develop post-COVID. “Our cargo tonnage has increased by 4% in 2020 over the previous year. To continue to grow and develop the business post-pandemic, we have a five pillar strategy for 2021 and beyond, called the “Big Five.” Quality, Customer Centricity, Products and Services, Digital Future, and Set an Example. “It comes down to always being available for our customer, being easy to deal with - also digitally, selling and marketing USPs and special services correctly, being efficient, cost-effective, reliable, and ultimately coming out of the pandemic more sustainable and with even higher quality. “As part of this strategy, we have already introduced Robotic Process Automation for shipment tracking, Salesforce (Service Cloud), IATA’s One Record Pilot project with Agility and Champ and eBookings via WebCargo by Freightos that is now live in ten countries. We are moving towards more systems that allow for dynamic pricing, automatic quotations, robotic integration and improved reporting. On the product front, we are making several enhancements, eg: CEIV certification and Validaide membership for pharma. E-Commerce is one of the main market drivers at the moment and we have an excellent product for these shipments. In 2020, we witnessed a 123% growth in tonnage for e-Commerce and mail shipments and we are seeing an increase this year too. “A further two B777 freighters will join our fleet in the coming months. Along with our current fleet of 26 freighters, 6 B777-300 ER mini freighters and passenger freighters as well as the new fleet joining, we will be in a very strong position to support our customers with capacity worldwide. The fleet also strengthens our QR Charter product where we offer bespoke charter solutions to anywhere in the world. Qatar Airways Cargo has an extensive freighter network of more than 60 destinations. By the peak of IATA’s summer season, we will be operating over 1200 weekly belly-hold flights to more than 140 passenger destinations. “Qatar Airways global market share in March 2021 is 9% (IATA Carrier Tracker). Based on CTK growth (YTD March), the carrier is up by 21.9%, this is a great indication of its growth and support by customers, consolidating its position as a major player in the global air freight market. “As the leading cargo carrier, we are promoting and encouraging every collaboration to achieve the common goal of a more sustainable industry. The first two chapters under our sustainability programme WeQare have already been launched and we will be introducing additional chapters this year. The seven rescued lions transport under “Rewild the Planet” (Chapter 2) was a huge success - we are very proud that we could lead them from captivity to freedom.” “In the end, it’s not only about growing our business but also making our operations more sustainable which is beneficial for the environment, the planet and leaving a legacy for future generations.”
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Cargo will remain a lifeline Martin Drew
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artin Drew, senior vice president for sales and cargo, Etihad Aviation Group. ACW: The Middle East and Etihad in particular have proved to be essential players in the industry throughout the pandemic. What has been the key to this success? Martin Drew: The pandemic has emphasised the importance of partnerships and collaborating with both our customers and peers on delivering solutions that address the challenges that the pandemic has presented across the globe. This has been especially the case in regards to the distribution of aid and the vaccine, while continuing to provide required flows to meet with demands. Operationally, this has been a key focus for us, and we have worked to make appropriate adjustments to continue optimising our network to provide required capacity to support our customers where they need us most. This also stimulated our decision to introduce cabin loading on some of our Boeing 777-300ERs, which has been well received by the market. One of my key focuses when I assumed the role at Etihad Cargo was to strengthen the foundations built during recent years and to enhance our relationships with our customers and partners. As a result we have signed local and international partnerships including the HOPE Consortium and with UNICEF to contribute in transporting the COVID-19 vaccine around the world. ACW: So far, how has the HOPE Consortium improved pharma logistics in the Middle East? And globally? Drew: The HOPE Consortium presents a unique private-public collaborative proposition to handling the global logistics and storage of the vaccine, and through this approach, has already distributed 20 million doses into Abu Dhabi and on to 26 countries. Etihad Cargo plays an essential role through our IATA CEIV certified PharmaLife product, supporting the transportation of
vital shipments of COVID-19 and other medical supplies across our global network. We have the capability to facilitate temperature-sensitive cargo between +25⁰C and -80⁰C and utilise our charter operations to meet global demand for swift and secure COVID-19 vaccine shipments.
In terms of the region’s capabilities, Etihad Cargo has long been working with associations and partners to steer the conversation around adopting the best practices, the estab-
lishment of the HOPE Consortium, and support of its partners, elevates those conversations, leading by example. ACW: How do you think the Middle Eastern air cargo market will change in the coming year? Drew: There is so much uncertainty as to what the future of the air cargo market will look like, but certain trends are evident. The e-Commerce demand will continue to grow; there will be a new tendency toward reshoring supply chains to reduce risk; and geopolitics will have an increasingly important impact on both demand and capacity. Cargo will remain a lifeline for airlines next year and there will be a greater focus on collaborations and partnerships to deliver the best quality when it comes to meeting consumer demands, especially when concerning the distribution and storage of COVID-19 vaccines. Following the launch of the HOPE Consortium in November 2020, Dubai established its own alliance, which will support our ambitions to establish the two emirates as logistics hubs through their respective collaborations. The industry at large will continue to demand efficiencies and convenience, and to further elevate Etihad Cargo’s proposition, we have partnered with Descartes Systems Group, the Logistics Technology Platform provider, to complete an IATA One Record Proof of Concept (PoC). This demonstrates Etihad Cargo’s ability to share information securely with other partners through One Record APIs, establishing steps to become a One Record compliant airline. ACW: What is one thing you have learnt from the challenges of 2020? Drew: Flexibility with our partners and customers has been a key learning point. This past year has certainly been a period the aviation industry will never forget and one where customer relation and customer interest was paramount. Our focus has continued to concentrate on this flexibility, as well as to ensure that we remain customer-centric, adapting our operations to provide support where it is needed most.
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