Commitment to Cargo quality

Cargo quality of ANA Cargo
Based on high transportation quality, ANA cargo prioritizes customers’ needs
and continuously providing services that is always the most chosen by the customers
Strict control of transportation quality
We measure handling performance of each airports by calculating ratio of cargo damages and missing
cargo at the warehouse, moreover RCF* within the standard delivery time. Based on the results, we takeany countermeasures to enhance the quality.
*The time to finish piece counting of the shipment.

The flow for enhancing cargo transportation quality

Total the number ofirregularities*
Total the number of irregularities
per airports every month

Make & takeFeedback the cause

countermeasures
Analyze irregularities andEach airport considers andfeedback its cause to theimplements corrective andairport

preventive actions*cargo damage, missing and delay in delivery

Examples for improving our handling quality
Initiative to feedback ULD build-up conditions //New//As an initiative aiming for the improvement of cargo transportquality, feedback on the ULD build-up conditions between theconcerned airports, from the arrival to the departure airport, isprovided.
At the arrival airport, prior to break-down of the cargo or ULD,
such actions are taken to enhance the cargo build-up quality byconfirming its conditions & taking photos for the feedback to thedeparture airport.
Every effort is continuously made on a daily basis to improve thequality by sharing the know-how among the concerned airports.

Using a strap cover in transporting an automobile
When we transport an automobile, a loading material called a tie-down strap is wrappedaround its wheel to secure the vehicle on the ULD*. If the tie-down straps are wrapped
directly around the wheels, they may give scratches by vibration during transportation, soANA Cargo uses special covers for straps. We provide our customers with careful handling not
only of the vehicle itself, but also of every detail such as wheels.
*ULD(Unit Load Device)…A tool used to consolidate cargo for loading in the cargo hold of anaircraft. There are two types: pallets and containers.

Tie-down strap on the cover

Actual build up

Tie-down strap with the cover

Paying attention to loading direction of ornamental fish

TravelDirection

When we transport relatively large sized ornamental fish (Koi fish, etc.), we load the fish into
the ULD so that they are facing 90 degrees to the direction of the aircraft in case of receivinga request from a customer. This method protects the customer's valuable ornamental fishfrom contacting package strongly by shaking and vibration during transportation, and ensuresthat the fish are transported in good condition.

Putting color tape on forklift blades

To minimize the risk of contacting forklift’s blades that are stick out fromopposite fork entries with other cargo when forklift drivers lift cargo, we put
color tape on the blades so that drivers can recognize how much they put
blades in fork entries.

Holding a quality meeting with staff

A meeting where cargo staff discuss about how to prevent cargodamage are held regularly. In order to educate staff with high skill
level, we train them by analyzing the causes of past incidents andconsidering points that we have to be careful during the operation.

Be committed to meeting our customers’ needs
In order to provide better service with our customers, we conduct an annual survey on service quality for
freight forwarders and agents. We also analyze the opinions and requests that we receive from ourcustomers on a daily basis to promote the resolution of issues.

Collect customers’ review
Examine the results of surveys and feedback receiving fromour customers on a daily basis.

Analysis・find issues・take countermeasures
Analyze feedback and requests from customers, andformulate measures for improvement

Develop new products・improve service￥Improvement of transportation quality and service throughin-depth understanding of customer needs

Disseminate initiatives internally and externally
Introduce examples of improvements made by customers’
feedback on the company website