When airfreight plans change, the next solution cannot wait

Customers often see the outcome: a booking confirmed, cargo in motion, or a shipment arriving as scheduled.

What they do not always see is the work that prevents challenges from turning into problems.

We spoke with Christopher Lai, Commercial Operations Senior Lead in Airfreight Customer Service, to get a closer look at how he and his team help uncomplicate airfreight logistics for customers behind the scenes.

'Customers depend on us for competitive pricing, the right flight connections, and making sure their shipments can move without delay.'

That means staying close to the details that can make or break a shipment – from documents and carrier space to collection times and handovers.

In January 2026, that same attention to detail became critical.

How one timing change turned into a race for capacity

Christopher and his team handled shipments for two customers involved in a motor show in Singapore. The collection times for the vehicles from the event to the airport warehouse had been planned in advance.

Then the organiser changed the timing at the last minute.

That left only a few hours to find another way forward.

With more than 2,500 cars showcased, and due to the last-minute timing change, all suitable car carriers in Singapore were fully booked. 

Without another carrier, the collection could have been delayed, creating knock-on effects for the planned return flow to the airport warehouse and the customers’ next shipment steps.

Instead of letting the change become the customers’ problem, the team moved quickly.

Having the right network puts you one step ahead

The vehicles required specialised handling, and with carriers fully booked across Singapore, the team had to activate its local network quickly.

That meant calling contacts, checking available carrier options, and finding a supplier able to meet the handling requirements.

Christopher and the team managed to secure an alternative carrier and kept the vehicle collection on track despite the tight timeline.

‘In a situation like this, the right network makes a big difference. We work closely with colleagues, partners, and suppliers so we can provide the right solution for each customer,’ Christopher says.

That collaboration helps teams respond faster when plans change.

Being proactive before delays take off

For Christopher and his team, the goal is not only to fix issues when they happen. It is to prevent them before they affect the customer.

‘Our role is to prevent disruptions and help keep the customer’s supply chain running smoothly. That’s why we manage every leg of the shipment, from booking to final delivery,’ Christopher explains.

In practice, that means checking the packing list and invoice to reduce the risk of customs holds, securing carrier space so cargo is not rolled to a later flight, sending pre-alerts to destination teams, and monitoring milestones daily across the route.

For customers, this behind-the-scenes work means fewer delays, fewer surprises, and more control when timing matters most.

Because when plans change, peace of mind comes from knowing the next solution is already in motion.