As the air cargo sector battles rising geopolitical tensions, supply chain unpredictability, and evolving digital demands, the pressure is not only on systems—but on people. A new study from IBS Software reveals a stark truth: 59 percent of industry professionals have considered leaving their roles, with burnout and outdated technology cited among the key frustrations.

According to the research, 39 percent of respondents identified a lack of skilled staff as a primary operational challenge. Meanwhile, 42 percent pointed to antiquated tools as a major source of stress. While the findings are sobering, Radhesh Menon, Head of Product Management and Strategy for Cargo at IBS Software, sees an opportunity to turn the data into actionable change.

“It’s not just the workload—it’s the disconnect,” Menon said. “The result in itself is, I think, to be expected. If you look at the way we as human beings interact with businesses these days, we expect a certain level of automation and digital support. But many in our industry are immediately hit with the realisation that there’s still a lot of archaic processes.”

For new entrants, the contrast between expectations and reality is sharp. Menon notes that frustration often stems from repetitive, manual tasks that add little value—and yet remain central to many cargo workflows. “What gets into digital transformation initiatives is often not what affects them or makes their lives better. That’s the disconnect.”

Data bottlenecks and hidden stress

The research also highlighted how poor data quality throughout the shipment lifecycle exacerbates operational inefficiencies. “Air cargo is all about speed,” said Menon. “The sale and carriage parts happen quickly—but data progressively deteriorates. By the time it reaches revenue accounting, the backlog and manual effort involved creates a lot of frustration.”

The issue isn’t only technical; it’s human. “It’s not the kind of work people enjoy doing,” he added. “It’s stressful, particularly when the people doing the work feel that their day-to-day challenges aren’t being addressed.”

One area where this disconnect manifests is at the ground level. Menon points to customer service at cargo terminals, where staff struggle to anticipate traffic peaks. “It’s very difficult to predict when customers will turn up,” he explained. “You have these sine waves—suddenly the bays are overwhelmed, then everything is quiet.”

Digital solutions could help rebalance resources.

“Imagine a world where traffic is digitally enabled. You’d know what’s coming in, what’s inside, what equipment is needed—it takes a lot of stress away without adding more people. It’s a win-win, but these use cases don’t always get centre stage,” he continued.

Where it matters

Rather than focusing on high-level dashboards, IBS Software is exploring how AI can relieve pressure points. One prototype uses machine learning to detect anomalies in shipment data. “It’s a plausibility check,” said Menon. “If an express shipment weighs 10,000 kilogrammes, a human would immediately spot something’s off. Now the technology exists to learn and flag this automatically.”

These tools aren’t futuristic—they’re operational. “It takes away a lot of the stress and time spent looking through physical documentation,” he said. “This is a real example of AI making a meaningful impact.”

Menon believes true transformation requires balancing strategic priorities with ground-level needs. “Most digital transformation efforts are top-down—focused on productivity, sales, and efficiency,” he said. “But for people on the ground, the question is, ‘What’s making my job easier?’”

IBS Software is working to align both. Through Business Effectiveness Review workshops, their teams engage directly with users—from shift workers to forklift drivers. “One example came from someone saying they needed larger buttons on the screen because they wear gloves in a cold warehouse,” Menon shared. “It’s an engineering problem, not just an aesthetic one.”

Designing solutions with real people in mind

This feedback loop is critical to delivering meaningful solutions. “Ultimately, those on the floor are your best advocates,” said Menon.

“If the software works for them—if it makes their lives easier—they’re the ones who will champion it.”