• Growing airfreight volumes and increasingly complex networks have exposed the limits of manual, fragmented processes for managing loss, delay, and damage, resulting in slower resolution, unclear ownership, and reduced service performance
• Legacy workflows based on emails, spreadsheets, and disconnected systems do not scale with modern operational demands, leading to higher costs, limited visibility, inconsistent data, and negative impacts on customer trust and satisfaction
• Centralised digital Tracing, Lost and Found platforms provide real-time visibility, structured collaboration, and system integration, delivering faster resolution, improved accountability, stronger analytics, and measurable operational and commercial benefits for airlines and ground handlers

The rise in global airfreight volumes, combined with more interconnected networks, has exposed the limitations of traditional manual processes, highlighting how a modern Tracing, Lost and Found Platform is essential to address operational inefficiencies and enhance transparency across the supply chain.

Irregularities such as loss, damage, or delay remain common. However, it is the fragmented approach to managing these events that continues to disrupt operations. Manual workflows involving emails, spreadsheets, and phone calls slow resolution times, obscure accountability, and reduce service performance.

“Every irregularity triggers communication between airlines, ground handling agents, stations, and service partners. In many organisations, this still happens through emails, spreadsheets, and phone calls. That fragmented approach creates delays, confusion about ownership, and very limited visibility. By the time everyone aligns, valuable time is already lost. This directly affects service performance, operational costs, and customer satisfaction,” Raoul Paul, founder of CargoHub Technology, said

Legacy workflows struggle with growing complexity

Airfreight networks have expanded significantly, increasing both operational complexity and customer expectations. Traditional tools for managing irregularities are often unable to keep pace, leaving stakeholders exposed to delays and inefficiencies.

“Air cargo networks have become far more interconnected and time critical. Yet the tools used to manage irregularities have hardly evolved. Manual updates, non-standard templates, and disconnected systems simply do not scale. As volumes increase and customer expectations rise, these legacy workflows can no longer meet operational or commercial requirements,” Paul explained.

The persistence of irregularities highlights the need for systemic changes, while operational inefficiencies translate directly into financial consequences. “Unstructured communication based on email causes delays across time zones,” he noted. “Manual case handling increases workload and leads to inconsistent data. There is limited transparency into case status and ownership, data is fragmented across systems, and there are hardly any analytics to prevent recurring lost or delayed shipments. Every delay or lost shipment carries administrative costs, potential compensation, and impacts customer trust. The cumulative effect is substantial across a large airline network.”

Digital platforms deliver visibility and collaboration

Centralised Tracing, Lost and Found Platforms consolidate irregularity management into a single digital environment, providing real-time collaboration and integration with existing airline and handler systems. “The platform introduces a centralised, digital, and collaborative environment for managing irregularity cases from first notification through closure. Instead of scattered emails and spreadsheets, every case is handled in one shared system,” Paul said.

Integration is non-disruptive, using secure APIs and standardised protocols. “Secure APIs synchronise with cargo management and CRM systems in real time. Cargo IMP and IATA One Record ensure standardised data exchange. Single Sign-On aligns with existing authentication, and workflows are configurable to airline-specific procedures. The platform extends existing digital capability rather than replacing it,” Paul explained.”By centralising and automating irregularity management, the platform delivers structured collaboration, full traceability, and end-to-end visibility. Digital case management, structured case-based communication, bi-directional system integration, performance analytics, and full audit trails become standard rather than exceptional,” he added.

Operational and commercial benefits for handlers and airlines

Ground handlers benefit from clearer case ownership and reduced administrative burden. “For ground handling agents, the platform turns irregularity handling into a structured operational process. Handlers gain clear case ownership, standardised workflows across shifts and stations, and reduced administrative effort through automation. Coordination with airline cargo teams improves significantly as teams spend far less time on email coordination and far more time resolving cargo issues physically on the floor,” Paul said.

Airlines gain network-wide visibility. “Airlines gain centralised control and network-wide visibility. They can see all tracing, lost, and found cases across stations and handling partners in real time. Faster resolution improves delivered-as-promised performance and customer communication,” he noted. “The analytics provide insight into root causes, systemic issues, and handler performance. This reduces compensation payouts, improves accountability, and strengthens overall operational resilience. We typically see average case resolution times reduced from 72 to around 40 hours. SLA compliance increases from about 60 to 90 percent. Communication steps per case drop from more than 25 to roughly 10. Manual follow-ups are reduced from eight to two, and customer satisfaction improves from 70 to around 90 percent.”

As air cargo networks grow more complex, stakeholders are recognising the limits of traditional manual approaches. Digital Tracing, Lost and Found Platforms offer a standardised, transparent, and integrated solution that improves operational efficiency, customer satisfaction, and compliance. Paul concludes: “By replacing fragmented communication with a unified digital environment, stakeholders achieve faster resolution, better visibility, and higher customer satisfaction. With secure API integration, Cargo IMP, and IATA One Record compliance, the platform delivers measurable operational and financial value. Reduced labour costs, fewer compensation payouts, and stronger customer relationships make digital Tracing, Lost and Found a core capability for the future of air cargo operations.”