BIFA Awards
IFE impressed the judges with the large-scale white glove delivery service it provides for a luxury travel operator IFE delivers intricacy and consistency
Winning the 2025 Value Added Services BIFA Award , IFE Global Group
impressed the judges with the large-scale white glove delivery service it provides for a luxury travel operator
I FE’s work overseeing global freight forwarding and fi nal mile delivery for a luxury travel operator began at a UK Terminal and now covers 29 airports and ports globally. The client manufactures technology in the Far East, with each package specifically tailored for individual passengers. IFE not only ships and tracks each item via air and road, but also supports its client as bookings are finalised so that every passenger receives a personalised onboard experience. “The need to customise with passenger details dictates that we use air freight to move the packages,” explained Chris Darbin, IFE CEO. “People can book a trip at short notice, and passenger data is only confirmed three days before departure, so we also have machines on site at key locations to make last-minute changes.” ‘White glove’ service Furthermore, Darbin explained that rather than simply dropping off the packages at the kerbside for the client to fetch, IFE provides a ‘white glove’ service. “We bring the shipments inside the terminal, and unload and stage them for the customer,” he said. The precision and timeliness
required by this client, which must adhere to its schedule to avoid costly fines, are made possible by IFE’s ‘Control Tower UK’ concept. In a nutshell, Darbin said: “We track shipments with the airlines and haulage companies to make sure everything happens when it should, and for final delivery we issue drivers with a GPS tool for tracking. Plus, our warehouse processes are globally consistent. “Without the infrastructure that we have carefully created for our client, it would not be able to deliver the customer experience that sets it apart in its market,” Darbin affirmed. IFE is also working with the client to improve its supply chain and reduce its carbon footprint, he added. “We’re looking at all aspects including air freight, the power supply for the buildings that house the machines, the fuel the hauliers use and more.” A vital element in IFE’s success is
its recognition of the impact that working in the world of freight can have on individual employees as they strive to keep customers satisfied. Intricate and ever-changing As Darren Kavanagh, head of supply chain solutions, put it: “The client’s requirements are often intricate and ever-changing, which pressure. At times, it can be difficult to manage expectations on both sides – ensuring the client feels fully supported while also making sure the team doesn’t become overwhelmed.” Going into a little more detail with specific reference to its client, whose global operations across time zones can mean long days for IFE staff, Darbin added: “Our work for this client is very intricate and niche compared with what our industry typically does and we’re fortunate in that we have a young, energetic, enthusiastic team whose pushes us to stay flexible, innovative and calm under commitment is not in question – but still, we don’t want them to burn out.” recognising the team’s efforts are key to maintaining motivation and focus. Winning a BIFA Award is sure to have helped, too. Kavanagh said that open communication, trust and
Chris Darbin, IFE CEO: “We track shipments with the airlines and haulage companies to make sure everything happens when it should...”
Value Added Services Award
Menzies is a UK-based advisory and accountancy firm with 1100+ experts across 11 offices. Combining deep sector expertise with its ‘Brighter Thinking’ approach to deliver strategic, financial, and operational support to businesses, individuals, and not-for-profits locally and globally via HLB’s 157-country network.
18 | April 2026
www.bifa.org
Made with FlippingBook Annual report maker