Story in brief

• The CSD team structure has evolved to support Cathay Cargo’s vision to become the world’s best air cargo carrier
• The new structure drives service excellence to ensure a consistent, high-quality experience for our customers
• It ensures Cathay Cargo’s safety and compliance standards are applied seamlessly across our global operations

Story in full

The road to continuous improvement requires ongoing maintenance to keep it in optimal shape. That’s the aim of an evolution to Cathay Cargo’s Cargo Service Delivery (CSD) team, according to General Manager Cargo Service Delivery Tim Wong. “We are always looking to enhance our operational excellence so that we can deliver an ever more consistent, reliable, and timely service to our customers”, he says.

The changes will create clearer connections across the operation and more clearly defined ownership, enabling quicker decision-making at head office, and across our global network. For our customers, this means faster response times, more agile problem-solving on the ground, and a consistently high standard of service wherever they ship with us.

The team will continue as three units, but with refined objectives and clearer remits, as well as a new face among the departmental leaders.

Safety, Compliance and Standard

This team, led by Head of Cargo Safety, Compliance and Standards Fanny Chan, will focus on strengthening safety leadership and ensuring consistent regulatory alignment across the operation. “We will help to ensure proactive safety leadership and rigorous regulatory alignment across our global operations — this is a critical foundation for everything we do,” she says.

The emphasis here will be on refining a proactive and preventative safety culture, ensuring that this is instilled not just across the CSD team worldwide but also deeply embedded with our strategic GHA partners. This will be reinforced through leading indicators, such as proactive hazard detection and safety risk assessments, giving our customers absolute peace of mind that their cargo is handled to the highest level of care and operational discipline across the entire ecosystem.

The team’s other focus is contending with the increasing complexity in global trade. This includes more stringent regulations relating to Pre-Loading Advance Cargo Information (PLACI) requirements, where dedicated oversight ensures seamless compliance, thereby minimising Customs delays, and keeping shipments moving smoothly across borders.

Customer Experience and Service Excellence

This team will explicitly connect operational performance directly to the service outcomes our customers value most, while leading the network integration of service standards to provide maximum shipment transparency and reliability.

The team is led by Calvin Hui, Head of Cargo Customer Experience and Service Excellence. “We will ensure that what we promise our customers truly matches our 'We Know How' brand delivery by building an integrated engine that continuously aligns performance and customer satisfaction,” he says. “We will work closely with our GHA partners to ensure they are driven to consistently deliver our brand promise, while ensuring that the voice of the customer directly and decisively shapes our service standards.”

Hub Operations and Development

Hong Kong is the busiest air cargo hub in the world by tonnage, but competition from other regional hubs is growing. Every Cathay Cargo shipment passes through Hong Kong, and with the ongoing development of intermodal links with the wider Greater Bay Area, innovation and high standards are key — including closing the critical loop between physical execution and process design.

The Head of Cargo Hub Operations & Development, Jonathan Ng, brings a fresh perspective to the team. “As Cathay Cargo grows with our home hub as the world’s leading air cargo carrier and hub, we look forward to uniting service innovation with our core hub operations to strengthen Hong Kong’s position as a premier global air cargo gateway that our customers can rely on every single day,” he says.

The Hub Operations and Service Development teams share a dual mandate: to ensure smooth cargo flow through Hong Kong and the GBA, and to design the processes that keep customers returning by delivering highly secure, tailored handling for premium cargo, such as fresh perishables and temperature-sensitive pharmaceuticals. This operational harmony reinforces Hong Kong as our customers' trusted gateway of choice.

Final Thoughts

Wong concludes that the refreshed structure is about delivering a consistently excellent experience for customers worldwide. “This is a pivotal step in CSD’s evolution,” he says. “It anticipates future challenges and positions Cathay Cargo to lead in safety, service, and innovation as we build customer trust and value, ensuring every shipment advances our dedication to moving cargo that matters to the world.”