MASkargo

Pip
MASkargo Builds its
Reputation on Mutual Respect
M
ASkargo, the main cargo division of Malaysia Airlines (MAS),
operates scheduled and chartered air cargo services . Based at
Kuala Lumpur International Airport in Sepang, the airline serves
close to 50 destinations worldwide, using a freighter fleet of
Airbus A330-200F and Boeing B747-400F aircraft and belly space
capacity on MAS flights.
In 35 years it has been in Hong Kong, MASkargo has quietly and
steadily earned the trust of its customers and partners. An airline
that prides itself on keeping its promises, MASkargo does not
take shortcuts or exaggerate its capabilities.
“We maintain a high standard of service by listening to our
customers’ needs and making commitments that are entirely
based on the ability of our team. We care about what we do and
we won’t make a promise unless we are confident that we can
deliver on it,” says Pip Tse, Cargo Manager, MASkargo.
As a result, the airline’s Hong Kong business has been growing
steadily, despite a tough global environment.
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Hactlink t May 2013
Hactlink talks to
Tse, Cargo Manager
MASkargo
Steady growth
Two years ago, MASkargo operated two scheduled freighters
a week through Hong Kong. Then, in just nine months, it
added four additional services, which continue to operate
today, handling mainly general cargo and electronic products.
Even though markets have shrunk, particularly in Europe and
with small and medium enterprises cutting trade worldwide,
MASkargo has upheld its Hong Kong market share and
continues to operate six freighters per week through
Chek Lap Kok.
“Today we have 11 staff in Hong Kong and they really are
our greatest asset. The team here works very hard and
shows initiative and team spirit. Their effort has steadily built
MASkargo’s good reputation and allowed us to increase our
capacity,” Mr Tse continues.
In the near-term, the airline aims to further develop its markets
in Asia Pacific and India, while also exploring destinations in
Africa and the Middle East where there are opportunities for
substantial two-way import-export trade traffic. This measured
approach will promote business stability and permit steady
growth.
Support from Hactl
Hactl has a role in Mr Tse’s development plans. “Providing
ground handling services to MASkargo for 13 years, Hactl
helps the airline maintain its high service standards,” Mr Tse
says. He highlights the maturity and comprehensiveness of
Hactl’s processes and technologies, which help MASkargo
avoid unnecessary mistakes and delays. He also praises Hactl’s
emphasis on a safe terminal operation.
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“We know we are always in good hands with Hactl, but
what is most important is Hactl shares MASkargo’s belief
that mutual respect is the best basis for business. Both
companies are committed to delivering on the promise
of high-quality services. If we are ever in need, the Hactl
team responds quickly. Our partners in Hactl Airline
Services treat MASkargo as a valuable customer and
take our needs and requests seriously,” he explains.
Teamwork wins the day
A challenging charter contract in 2009 was an example
of the strong partnership between MASkargo and Hactl.
MASkargo, with Hactl as its ground handing partner,
was responsible for operating 14 charter flights within
16 days from Hong Kong to Tashkent, the capital of
Uzbekistan, for transporting marble. The marble was
first transported by road from Xiamen to Hong Kong,
then transshipped to Tashkent via charter flights for
the construction of the new parliament building. The
marble was heavy and fragile. The team had to use a lot
of spreaders to distribute the weight of the marble to
avoid causing damage.
To make the project more challenging, the team
had only one week to prepare all the necessary
documentation and secure charter rights, time slots
and permits. Furthermore, the amount of marble to
be loaded onto each flight had to be calculated with
great accuracy as it was being transported by truck
from Xiamen to Hong Kong on demand. Accuracy was
essential to avoid paying extra for ground storage in
Hong Kong or sending aircraft out with less than a full
load, optimising the efficiency.
Together, MASkargo and Hactl successfully completed
the demanding project, without delay or waste.
“This project illustrates what can be done through the
power of teamwork. It is also an example of why I enjoy
my work at MASkargo. We take on challenges with
confidence and, with our good partners such as Hactl,
we help our customers succeed,” Mr Tse concludes.
“I started my career with MAS on the passenger side,
but moved to cargo after three years and have remained
here. Like any passenger, cargo needs our top-quality
service, but all in all, I think the cargo business is
definitely more enjoyable.”
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