The agility and quick thinking of GSAs has kept cargo moving through uncertain and turbulent times. Stephen Dawkins, chief executive officer, Air Logistics Group; Zafer Aggunduz chief marketing officer, Global GSA Group; and Ingo Zimmer, CEO, ATC Aviation Services spoke to ACW about how the unsung heroes of the past year have ensured goods got from A to B. ACW: With uncertainty surrounding What is Lorem Ipsum? Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. 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Air Logistics has continued to invest during these challenging times, by adding value where we can and easing the pressure on our Airline Principals by assisting our forwarding clients with especially demanding service levels. In the current climate capacity is scarce and GSSAs need to provide high quality solutions for their forwarding clients. Air Logistics is focussed on enabling our teams with the right tools to realize efficiencies that enhance sales and yields for our Partners. The pandemic highlighted the importance of our continuous investment in our network, IT infrastructure and digitalising our processes to provide faster quotations to our client base of over 16,000 freight forwarders worldwide. Around the world the impact of COVID-19 was swift, Air Logistics teams had the tools & systems (communications / financial / operations / business intelligence) in place to work directly from home immediately, ensuring swift and efficient communication with our Forwarding and Airline clients. Aggunduz: The air cargo industry is already a fast paced industry. Everyday is different so our teams already have the experience to cope with challenges and so they are able to act fast. For Global, the most important thing was the safety of our people, so we took measures in each country to see what we needed to do to keep our staff safe and abide my each country’s rules and regulations. Everyday was an uncertainty. We were not able to plan ahead in regard to rates and capacity. The main solution for us was to have daily communication with airlines and agents. When you have this kind of uncertainty, there is also a lot of opportunity that arises. We had to be creative to take advantage of opportunities. For example, we have a company called ChartAir Cargo. A few years ago we started this as there was a gap in the market and we try to act as a broker as we receive a lot of requests from the market that we cannot act on with the portfolio that we have. Zimmer: As a consequence of the pandemic the capacities on passenger flights dropped significantly. In order to cater for the demand we decided to offer charter services in addition to the GSSA segment. Volker Dunkake had been appointed to head our Charter and Solutions team. Volker has a broad experience in the charter business and before he joined ATC he was part of the Lufthansa Cargo Charter management. At the beginning of the pandemic the focus of the new department was on pax freighter charters exporting masks, gloves and ancillary equipment from China into destinations everywhere in the world. About 100 charters had been handled to Europe, Africa and South America. At the same time a COVID Task force has been put together. Thomas Baumert, a veteran in the Pharma business, and his team analysed the situation, talked to the concerned stakeholders in the logistic chain and offered solutions to our customers. Beside pax charters the solution team started to sell unused capacities from agent charters. Our group did set-up own charter chains into the USA. ACW: Do you think the role of the GSSA has changed during this time? Why? Dawkins: During the pandemic airlines have been downsizing or parking their fleets and reducing the number of flights they operate. With this reduced activity, Airlines are having to make the difficult decisions to furlough or reduce head count and as such working with an outsourced cargo provider makes sense until the market returns, we all anticipate in 2022. Air Logistics Group offers more than just a selling solution – it provides additional administrative & back-office functions, IT & business intelligence solutions, alongside experienced sales and customer service teams. Any or all of these services can be selected by our airlines to ensure their cargo operation runs smoothly and provides a vital revenue stream during these challenging times in our industry. Aggunduz: I think going forward it will definitely change. In this period all the carriers who had offices outside their own country had difficulty complying with the differing regulations. As a GSA we have 20 or 30 years experience and with that comes strong relationships. We know the agents by heart and we have personal relations with them as well as knowledge and expertise of the market. As a GSA we have various airlines, so we were able to take advantage of the buying power we have. We were also able to support the carriers we have in their portfolio as a lot of carriers cancelled some routes but in order not to lose the business we were able to book it on other carriers. Zimmer: During COVID, we changed slightly into the role of a capacity provider and were forced to offer solutions. Not only selling scheduled carriers capacities because these capacities were insufficient for the airfreight demand.