LATAM Cargo has announced its new commercial strategy, which is based on the three pillars of agility, reliability and trust, aimed at improving the overall service experience.

“Customers are still the main focus of all of the company’s decisions, developments and actions,” said Álvaro Carril, commercial VP of LATAM Cargo. “This new strategy responds to their needs and seeks to strengthen the relationship of trust and transparency that we share with them, backed by high standards of service and more convenient and reliable solutions.”

According to LATAM, the new strategy also involves the development of new processes, products and services. One example is the new Pharma product, which was launched in 2015 and offers features such as maximum load priority, temperature control and constant communication with the customer.

The carrier will also offer a new international product range in the second half of 2016.

“According to our customers’ needs, the new portfolio will include different types of products with specific attributes for each shipment, ensuring clear agreements and the transparency of information,” said Gabriel Oliva, marketing and commercial development director at LATAM Cargo. “Moreover, products will feature a new and innovative routing alternative, making more service options available.”

Oliva also said that customer feedback was key to the design of the new strategy.

The LATAM Airlines Group created the LATAM Cargo brand in April 2016, bringing together LAN Cargo, TAM Cargo, LAN Cargo Colombia and MasAir.