AİREXPRESS CARGO FREIGHT & EXPRESS

Runway to a Profitable Flight
Efficient Space Utilization and Increased Freight Revenue

I was incredibly impressed with the
commitment the agents demonstrated,
the skills and passion they possess, and
the warmth of the people at WNS.
President and CEO
Leading North American Travel Agency
...thank everyone in the WNS team for
their hard work and dedication to the
client service commitment.... your
continued support has created
a benchmark for our servicing department
that cannot be measured...
Ticketing and Rates Manager
Leading Global Airline
We have been impressed with both the
quality and timeliness of the WNS
ramp-up, which continues to meet, and
often exceeds, our expectations.
Vice President, Operations
North American Travel Agency
....congratulate you on the tremendous
work and continued effort to serve our
customers, the employees. It is very
rewarding to see the group grow
together...
Manager, Employee Travel and Recognition
North American Airline

WNS Cargo Revenue Management and Cargo Revenue
Accounting Solutions
Simplify My
Cargo Business
Enhance
Profitability
Service Levels
Assured
Mitigate
Operational Risks
Optimize Turnaround
Time and Aircraft
Utilization
Maximize Freight Lift
and Revenue Per
Ton-Kilometer
Decrease
Operational Costs
WNS Has Already Done it Before
We help you focus on your core business of moving cargo from point A to point B, while we leverage our experience,
expertise and best practices to transform your cargo operations.
With our deep domain expertise, operational excellence and
partnership approach, we help you OUTPERFORM competition
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About WNS
WNS (Holdings) Limited is a leading global business process
solutions provider. WNS offers business value to over 200 global
clients by combining operational excellence with deep domain
expertise in key industry verticals, including Travel and Leisure,
Banking and Financial Services, Insurance, Manufacturing,
Retail and Consumer Packaged Goods, Telecommunications,
Healthcare, Utilities, and Shipping and Logistics. In addition to
the industry-specific services mentioned above, we also offer a
range of horizontal services across multiple industries, in areas
such as Customer Care,
Finance and Accounting, Legal, Research and Analytics and
Technology Solutions. WNS delivers over 600 processes and
employs over 23,000 employees across 25 locations globally.
These delivery centers, offering seamless offshore and
near-shore services, are in India, Sri Lanka, The Philippines,
Romania, U.K., Costa Rica and U.S.A.
WNS has been listed on the New York Stock Exchange
(NYSE:WNS) since 2006, and is the recipient of many
prestigious, global awards.
Cargo Services
WNS's Cargo Services made a beginning with 30 employees in Mumbai in 1996, as part of the captive operations for British
Airways. Today, it has expanded its operations to over 300 employees providing services across the entire cargo value chain to three
marquee clients. WNS Cargo Services supports airlines, cargo and air freight companies.
The management of an airline's cargo business is one of the most challenging processes from a demand-supply optimization
perspective. An efficient cargo management solution is one that:
Determines the cargo space available on each flight with utmost precision
Provides an estimate of the type and size of goods that can be transported on the aircraft
much before the actual departure
Contributes to the airline's profitability
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Service Offerings Across the Cargo Value Chain
Revenue Management
Revenue Accounting
Complexity
Sales and Marketing
Operations and Handling
High
!
§ Scheduling and allotment
management
§ Flight, freighter and truck
planning
§ Loyalty program
§ Rate sheet filing
§ AVI and DGR booking and
acceptance
§ Capacity management and
optimization
§ Flow accounting
§ Net data capture
§ Invoicing (CASS, per
Airway Bill or AWB, collect,
interline, charter invoicing,
summary, special contract)
§ Cargo interline
(inward / outward billing)
§ Cargo disputes handling
§ Accounting adjustments
(credit / debit notes)
§ Reconciliation of clearing
and due agent account(s)
§ Summarization of provision
accounts
§ Accrual estimation and
month-end close activities
§ Monthly accrual vs actual
invoice booked
§ Closing of accounts
(month-end close job
requests and bookings)
Medium
!
§Interline pro-ration
§Loyalty program support
(enrolments, helpdesk)
§Special / new products
booking and management
§Offload re-booking
§Space confirmation
§Cargo table maintenance
§Pricing audits
§Yield reports
§ULD tracking
§Trucking invoicing
and auditing
§Cargo 2000 support and
alert management
§Mail revenue
§Mail interline
(inward / outward)
§AWB stock control (AIT)
§Customer master data
maintenance (agent
creation, modifications /
incentive percentage /
surcharge updating)
§Follow-up of AWBs
on hold
§GSA commission / trucking
supervision / incentive
invoices
§Report of manual
adjustments made in the
system
§Credit note report
§Audit of GSA
commission / due
agent invoices
§Error list management
Low
!
§Cargo bookings, shipment
arrivals, reservations and
rates
-Agent queries
-Customer support
§Auditing
§Travel conformance
Valueadded
Services
§Space availability reports
§Over-booking
(estimate show-up)
§Capacity forecasting
(RCCA or Route Capacity
Control Advices)
§Sales reports
§Tracking and inventory
management
§Performance management
reporting
§Application development
§Schedule maintenance
§EDI registrations and
management
§Offloads analysis
§Non-conformance analysis
and management
§Calculation of GHA
overwrite commission
§Uploading of CASS files to
the CASS website
Contact Center | Finance & Accounting | Research & Analytics
Cargo Revenue Management and
Cargo Revenue Accounting Solutions
WNS's domain expertise in the travel industry has helped it to
develop a unique and comprehensive solution for Cargo Revenue
Management and Accounting. With over a decade of experience,
over 300 associates and more than 2 Million transactions per
annum, WNS's Cargo Services is a leader in the cargo space,
combining industry best practices and methodologies.
The focus is on improving customer satisfaction through process
efficiencies, reducing operational costs and streamlining
business processes through continuous improvement and
technology optimization. The solutions are geared to adapt
quickly to the volatile and fiercely competitive landscape.
Some of WNS's major accomplishments have been in designing
and managing unique loyalty programs and automating critical
processes by creating databases / applications leading to
sizeable cost reduction.
WNS's Cargo Services can be broadly categorized into the
following areas:
I. Cargo Revenue Management
II. Cargo Revenue Accounting
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I. Cargo Revenue Management
Airline Cargo Revenue Management (ACRM) gained currency as a
concept in the 1980s. By then, the time-space optimization
method had already been successfully applied to air travel. The
revenue management technique was the panacea for the
challenging nature of the air cargo business. Over the last three
decades, there has been extensive research on forecasting and
optimization methods which have been applied to ACRM.
However, ACRM comes with its own set of unique challenges. An
airline's available capacity for cargo is volatile and uncertain
until the time of departure. Even for a given aircraft, the cargo
space keeps fluctuating, being influenced by several parameters,
such as the number of passengers, amount of baggage and fuel,
and further compounded by challenges such as organizational
integration. Also, many of the processes related to optimization
of cargo space are not handled centrally, this further
complicates the business model.
The Cargo Revenue Management Process
Client Feedback / MIS
Offload Re-booking
– 6 months – 14 days – 1 day – 18 hours – 8 hours to departure
Schedule Booking Space Utilization Flight Planning Auditing
Key Activities
World-wide flight
schedule upload
Flight configuration
Key client bookings /
block space agreements
Confirmation and
alternative generation
Pax-cargo space
optimization
Flight cargo plan
generation
Flight plan audit
and reports
Error-code fixing
Special products
(AVI/HUM)
Flight Optimization
Support Activities
Schedule
maintenance
Rate updation
Pricing audit
Offload re-booking
Booking updates
to agents
Cargo priority booking
Flight yield optimization
Truck movement
planning
Proactive process
improvement
ULD – Tracking and Inventory control
Reports
Yield reports
Key client utilization
reports
Space availability
reports
Improvement Initiatives
Macros for
maintenance
planning
Space re-confirmation
option
Delayed-cargo
space creation
Automatic space
availability report
generation
Cargo flying date
bring-forward
Critical path
tracking
End-to-End Solutions for Key Clients
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Scheduling
WNS facilitates the creation and maintenance of
flight schedules six months prior to departure
based on route performance (which is determined
by the load factor) and tactical as well as seasonal
changes. The solution is designed for the
development, optimization and economic
evaluation of long and medium-term airline
schedule scenarios. The expertise of the WNS
team ensures accurate and timely creation and
maintenance of the flight schedules.
The WNS Value
The WNS Cargo Services team successfully manages approximately
250,000 scheduling transactions per annum for a leading
European airline. It has delivered on a turnaround time (TAT) of as
early as two weeks prior to the commencement of a new season
with an accuracy of 98 percent.
Offloads Re-booking
WNS helps its clients by re-booking all offloaded
consignments on the first available flights,
thereby meeting the recovery promised to the
customers. It also provides a real-time update on
consignment status.
The WNS Value
The WNS Cargo Services team successfully manages 350,000
transactions per annum for a leading European airline. It has
consistently delivered on a TAT of one hour with an accuracy of
98 percent.
Flight Optimization
WNS facilitates decision-making regarding
acceptance and rejection of booked
consignments based on the type of aircraft,
flight configuration, dimensions of freight and
prevailing commodity rates. It also helps the
clients by offering alternate solutions such as
different flight service or acceptable freight rate.
Flight load plan is also prepared keeping the
objective of maximum utilization of space on a
flight as the top-most priority.
The WNS Value
The WNS airline solutions team handles close to 450,000
optimization transactions per annum with 98 percent accuracy and
a TAT of one hour. It enables clients to evaluate and improve
utilization of cargo space.
Rates Updation
WNS provides the full range of business processes
related to commercial rates, which start from
updating the clients' pricing database. WNS's
domain expertise helps clients operate at
maximum efficiency. The WNS team works with
the pricing departments of clients to automate
published rates, Web channels and private rates.
The WNS Value
The WNS airline solutions team handles close to 212,000 such
transactions per annum with a TAT of 24-48 hours and 98 percent
accuracy levels.
Pre-flight Audit Services
Airlines require an effective way to manage their
contractual and commercial relationships with
customers from establishing accurate rates and
delivering accurate bills on landing. If the process
is not performed with speed and accuracy, it can
result in loss of revenue due to under-billing and,
more seriously, loss of clients, in case of
over-billing. WNS provides its clients reporting on
over- and under-billing of cargo assignments using
centralized rates and the client's workflow
management tool.
The WNS Value
The WNS team has had extensive experience in pricing audits for
leading European carriers. It has conducted 240,000 pre-invoice
audit transactions and 360,000 pre-invoice audit surcharge
transactions per annum on a TAT of 96 hours with an accuracy of
95-98 percent. WNS provides the advantage of:
§Highlighting under-billing to the carrier on a regular basis
§Amending rate sheets to ensure revenue protection
§Providing information on the defaulters
§Releasing onshore staff from the low-end activity of manual
processing to focus on high-end activities
§For example, low-end activity of monitoring to the high-end activity
of analysis
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Case Studies
Helping a leading European airline improve its
Delivered As Promised (DAP) for its top freight forwarders
Challenge
§The client is a leading European airline which was faced with a challenge to design a
cost-effective, easy-to-implement and high-quality solution aimed at improving ‘Delivered
As Promised’ (DAP) for its top freight forwarders
§The solution was also required to focus on increasing sales for key accounts on specific
routes of its world-wide operations
The WNS
Solution
§WNS representatives worked in close coordination with the airline to develop the project
plan and documentation. For the first time, the concept of having two teams — one at WNS
and another at the client’s location — working on pre-manifest and post-manifest activities
was initiated
§An online tool to support this initiative was designed and developed by WNS
§The online tool helped with tracking the entire journey of a piece of cargo from its entry at
the airlines’ warehouse to its delivery to the aircraft / customer
§WNS’s team of trained associates with deep domain and system knowledge was set up to
track and highlight discrepancies in the journey of the consignment. This prompted the
client’s team to take real-time corrective measures
Transition Highlights
§Integrated IT-enabled BPO delivery model
§WNS involvement from project initiation stage to project implementation
§Development and testing of database to support the project
§Collaboration with the client’s team. Detailed process documentation involving clear
segregation of responsibilities of multi-location teams
§Stringent service-level agreements
§Global delivery framework to ensure 24/7 delivery and round-the-clock support
§Highly skilled staff
§Continuous improvement through systems upgrades or changes based on process evolution
Business Benefits
to The Client
§Airline reported improved DAP for all key customers within a span of three months from
the implementation of the tool
§Increased focus on the business of key account holders
§Real-time updates to end-customers, thus increasing client satisfaction and loyalty
§Significant cost savings by exploiting skills for development of the tool from
within the business
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Case Studies
Managing speedy operational recovery from disruption on end-to-end cargo cycle
for a leading European airline
Challenge
The client is a leading European airline that was faced with disruptions due to cabin crew
strikes, volcanic eruptions and snow
The WNS
Solution
WNS provided the support and services of a highly specialized team with skills / knowledge
on end-to-end cargo cycle. This center of excellence was specifically designed and created to
assist in recovery during any disruption scenario.
Key Features
§Centralized team to receive inputs, plan resources, control outputs and manage speedy
recovery for WNS’s part of business processes
§24/7 operational assistance
§Administer changes to services, blocked space agreements, consignment on-hand
§Prioritize and re-allocate rolling offloads
§Analyze and implement alternate routing
§Optimization of available cargo space
§Real-time updates to end-customers
§Unit Load Device (ULD) tracking to ensure sufficient ULD stock availability at outstations
Business Benefits
to The Client
§Fast, efficient and cost-effective operational recovery from disruption
§Real-time updates to customers ensuring airline credibility with end-customers
§24/7 coverage to deal with all contingencies
24/7 coverage Efficient operational recovery
Real-time updates
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Value-added Services
Tracking and Inventory Management
The WNS Inventory Management solution works by tracking ULD to optimize utilization and reduce imbalances. WNS
provides its clients the following set of services to ensure profitable management of inventory:
§Maintenance of network inventory
§Daily reporting on unit surplus to network
§Maintenance of stock of repair units and tracking progress
§Minimizing charges incurred on account of foreign units by tracking the movement of messages
Performance Management Reporting
WNS partners with its clients to analyze and ascertain areas of
improvement for a department / sector, and evaluate the
performance of freight forwarders in a particular region. Various
reports are produced for different regions, freight forwarders and
network stations such as:
§Load Factor Reports
§Freight Forwarder Incentive Reports
§Freight Forwarder Performance Reports
§Product-wise Performance Reports
§Offload Analysis Reports
The WNS Value
WNS manages performance reporting for three leading
European carriers and handles close to 30,000 transactions per
annum for a leading European airline.
Application Development
WNS provides sophisticated application development services to
its clients, enabling them to innovate in their business processes
apart from adapting easily to the dynamic market requirements.
WNS's application development services provide the industry
with high-performance environments through:
§Application Development
§Application Support and Management
§Operational Updates for Airlines (e-mail / SMS)
§Process Improvements through Automation
§Reports and Dashboards
§MIS
The WNS Value
WNS leverages cost-effective business applications and
technology to facilitate designing and improvization of processes
for its clients. The team has extensive experience in designing,
developing and maintaining:
§Cargo Customer Loyalty Database
§Track and Trace Cargo for Key Customers
§Shipment Milestone Update for Constant Climate Products
§Database Development and Maintenance Activities
§Web-based Interactive Surveys
Tracking and Inventory Management
Desktop Technology Web Technology Database
VBA
ASP
MS Access
VB
ASP.NET
SQL
VB.net
AJAX
C#.net
JAVA SCRIPT
VB Script
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II. Cargo and Mail Revenue Accounting
WNS partners with its clients to maximize cash flow and reduce costs by providing access to immediate and highly accurate sales
and revenue information. The WNS Cargo and Mail Revenue Accounting solution helps clients improve recovery through account
reconciliation, data management of reservation and financial systems, billing and accounting, resolution of disputed invoices and
claim settlement between airlines.
Cargo and Mail Revenue Accounting Process
Cargo Accounting
Net Data Capture
Rate sheet maintenance
Audit of surcharges
Net pricing of Airway Bills (AWB)
Accounting control list
clearance
Generation of station
performance reports
Invoicing
Flown processing exceptions
Generation of provisional
invoices
Error resolution
Generation of final invoices
Data uploading
Post-invoicing queries
Travel Conformance
Reconciliation of flown
weight versus revenue
Investigation and resolution
of discrepancies
Generation of compliance reports
Identification of gaps and
recommendations to plug them
Interline
Mail Revenue Accounting
Monthly Cycle
Conformance Data Input Invoicing Re-billing Inter-airline Claims
Reconciliation
of uplifted mails
versus accounted
mails
Manual updation
of revenue
accounting
database
Billing /
accounting for
uplifted mail
Resolution of
disputed
invoices
Settlement of
claims between
airlines through
air company
invoices
End-to-End Revenue Accounting Solutions
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Net Data Capture
The WNS team is responsible for identifying and capturing the net
rate for all cargo that is carried on the host airline. These net rates
are devoid of incentive and commission, and enable the airline to
identify its true revenue. The team also ensures that the search
charges are accurately charged to the agents.
The WNS Value
The team processes an average of 25,000 AWBs each month with
an accuracy of approximately 98.65 percent.
Cargo Billing and Processing
The WNS team is responsible for clearing the flown processing
exceptions and ensuring that all flown cargo is billed out
accurately. The billing team ensures that all agents that have used
the airline to move their cargo are invoiced. They prepare a
provisional and a final invoice, each of which is sent out to the
stations or uploaded to CASS according to the billing timelines.
The WNS Value
§The team prepares invoices for 101 stations world-wide.
46 stations out of these are CASS stations
§The team uploads the CASS file a day before the actual
deadline. This is done amid tight timelines between the
provisional and final invoice dates
§The accuracy maintained by the team is an average of
99.67 percent
Mail Revenue Accounting
WNS has experience in managing end-to-end mail revenue
accounting for clients. The team provides invoicing, billing and
dispute-handling services. The mail revenue accounting solution
provides a whole gamut of benefits to clients which include:
§Sending invoices to the various post offices
§Chasing non-conforming stations; ensuring that they
conform to the established procedures
§Mail interlining, which includes investigation and re-charging
of rejected invoices
§Processing of mail interline invoices from other airlines
The WNS Value
WNS manages over 200,000 transactions per annum and
delivers over 98 percent accuracy.
Cargo Revenue Accounting
WNS has experience in managing end-to-end cargo revenue
accounting for clients. The team provides account reconciliation,
data management of reservation and financial systems, billing
and accounting, resolution of disputed invoices, and claim
settlement between airlines, through its customized Cargo
Revenue Accounting solution.
The WNS Value
WNS has an experience of handling 2,200,000 transactions per
annum and SLA metrics comprising a TAT of 24 hours to a
month with an accuracy in the range of 95-99 percent.
§The team also audits CCAs to ensure that they are raised
correctly; the CCA amendment fee is charged and the CCA is
approved. The team receives approximately 180 CCAs
per month
Cargo Interline
The WNS team evaluates all billings received from other airlines
for potential over-billings and rejects the over-billed value (if any).
The team also evaluates re-charges from other airlines and decides
if they are justified in re-charging the host airline. The team also
generates the Outward Bill to other airlines for other airline cargo
handled by the host airline.
The WNS Value
§The team processes an average of 230 interline invoices (ACI)
per month from 89 partner airlines
§At the time of training, that is, when the process was handed
over to WNS, the TAT for the ACI was 4-5 months. Over a period
of time, the team at WNS has improved upon the ACI TAT. The
team now processes more than 90 percent of ACI within
three months
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Case Studies
Managing end-to-end cargo revenue accounting for a leading European airline
Challenge
Scope
§Queries sent to the stations were not answered on time, resulting in a large number of Airway
Bills (AWB) awaiting net data capture
§Billing was done at various stations world-wide, and each station followed its own individual
processes and policies. This resulted in the head office having minimal control over
the billing
§Transition to the new billing system called ‘Rapid’, from a billing system called ‘Sapphire’
§Processing time for the interline invoices (ACI) was between 4-5 months, resulting in some of
the ACIs going out of IATA timelines
§Highlighting non-conforming stations
§Capturing net rates for AWBs flown, which were devoid of incentive and commission,
thereby enabling the airline to identify actual revenue earned
§Preparing agent invoices for both freight and mail cargo
§Cargo interline billing—both inward and outward billing
§Clearing exceptions stuck in the billing system
The WNS Solution
Business Benefits
to The Client
Net Data Capture
WNS initiated a project wherein a query code was assigned based on the query type. This
data was then analyzed to identify the query code with the highest number of queries and the
stations, which defaulted the maximum number of times. The defaulting stations are then
addressed on a weekly basis
§Billing: A robust process was laid down in consultation with the client and the change in
billing data requested by the stations was supported with necessary documentation, without
which the changes were not made to the AWBs
§Interline: WNS initiated a project to track the receipt and clearance of ACI. The clearance
plan was reviewed on a monthly basis
Cargo Manual Net Data Capture
§An average of 25,000 AWBs processed each month with an accuracy of approximately
98.65 percent
§Incidental recovery (YTD) of GBP 20,6345 till date for FY10-11
§Query reduction of 20 percent since project initiation
Cargo Billing
§Invoicing for 101 stations world-wide. Forty-six stations out of these are CASS stations,
whose deadlines cannot be missed
§A monthly revenue of about GBP 57.7 million generated for the client
§Accuracy of 99.67 percent on average maintained
Cargo Interline
§TAT reduced from 4 months to 3 months
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Cargo Management Services
Transform your cargo operations and get more out of your air cargo business
§Leading BPO provider providing comprehensive solutions to the travel industry globally
§Experience of over a decade with domain expertise in managing end-to-end travel operations
§Delivering world-class solutions to the air cargo industry – we service over 30 of the world's leading airlines, travel
agencies, GDS providers, car rental companies and hotels
§In-depth knowledge of CRA and CRM processes — more than 300 associates managing cargo functions for leading
global airlines – unique domain expertise and understanding of the air cargo business
§Service offerings across the CRM and CRA value chain:
-10+ processes
-Over 2 Million client transactions in a year
-Cargo operations of over 1,500 flights in a year
§In-depth knowledge of IATA regulations, industry standards
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Industry Recognition
Domain Leadership
§WNS ranked among top 100 in the 6th Annual
GS100 list in three categories: Top Global Mid-Tier
BPO Vendors; Top FAO Vendors and Top Industry-
Specific BPO Vendors
§Positioned as An Industry Leader in Magic Quadrant
* for Comprehensive Finance and Accounting (F&A)
BPO by Gartner (June 2011)
§Recognized as top five FAO Market Star Performer for
the second consecutive year by Everest Group
§Best 20 Leaders by Industry focus: Retail &
Consumer Goods - IAOP 2010 Global Outsourcing
100
§Best 20 Leaders by Industry focus: Leaders –
Customer Relationship Management - IAOP 2010
Global Outsourcing 100
§Best 5 companies by Industry focus: Air
Transportation - IAOP 2009 Global Outsourcing 100
Technology and Quality Leadership
§Recipient of the Golden Peacock Innovative
Product / Service Award (2011) for WNS Analytics
SM
Decision Engine (WADE )
§WNS Recognized at the 'Global Process Excellence
Awards 2011' by IQPC for 'Best Process
Improvement Program’
§WNS recognized with the CISO 100 Awards 2011
§Recipient of the Golden Peacock National Quality
Award for Overall Business Excellence and Quality
Standards (2011)
§Recipient of the IDG Media CIO 100 Special
Category Award in recognition of WNS's Infosec
architecture and implementations (2010)
§Recipient of the NetApp Enterprise Innovation
Award (2010)
BPO Leadership
§WNS Receives Dual Recognition at the 'BPO
Excellence Awards 2010-11’
§Recipient of Best New Outsourced Services
Delivery (2010) by Shared Services & Outsourcing
Network (SSON)
§Recipient of Best New BPO Locator Of The Year
(2010) by Business Process Association of
Philippines (BPAP)
§Industry-specific multi-year winner - IAOP 2010
Global Outsourcing 100
§WNS ranked among Top 3 BPO companies in India
by NASSCOM for 6 consecutive years

© Copyright 2012 WNS (Holdings) Ltd. All rights reserved
About WNS
WNS (Holdings) Limited (NYSE: WNS), is a leading global
business process outsourcing company. WNS offers business
value to 200+ global clients by combining operational
excellence with deep domain expertise in key industry
verticals, including Travel, Insurance, Banking and Financial
Services, Manufacturing, Retail and Consumer Packaged
Goods, Shipping and Logistics, Healthcare and Utilities.
WNS delivers an entire spectrum of business process
outsourcing services such as finance and accounting,
customer care, technology solutions, research and analytics
and industry-specific back-office and front-office processes.
WNS has over 23,000 professionals across 25 delivery
centers worldwide, including Costa Rica, India,
the Philippines, Romania, Sri Lanka and United Kingdom.
To learn more, please write to us at marketing@wns.com
or visit wns.com
USA
| UK | INDIA | COSTA RICA | ROMANIA | THE PHILIPPINES | SRI LANKA