Why OBC business is not going out of business ever….

The on-board courier (OBC) industry, also known as the hand-carry or on-board delivery industry, is a niche logistics sector that specializes in time-critical and high-value shipments.

The industry size is difficult to estimate as it is a fragmented market with various players, including small and medium-sized enterprises.

The OBC industry can be segmented into three main categories:

*Time-critical shipments (eg, same-day or next-day delivery)

*High-value shipments (eg, valuable cargo such as diamonds or pharmaceuticals); and

*Specialty shipments (eg, perishable goods like stem cells for transplantation)

The OBC industry is driven by factors like increasing demand for time-critical shipments in industries like healthcare, aerospace and e-commerce, growing need for secure and reliable transportation of high-value goods, and expansion of global trade and commerce.

Overall, the growing focus on stem cell OBC services reflects the increasing importance of timely and reliable transportation solutions. Through our set-up, we are well positioned to meet the growing demand for these critical transportation services.
-Bernhard zur Strassen, time:matters

“We work together with about 12,000 on board couriers, so called airmates, and with more than 300 couriers for our specialized stem cell OBC transport,” says Bernhard zur Strassen, CEO, time:matters. “Classical OBCs go through an official registration and application process. The process starts at www.airmates.eu.

“The application process for stem cell OBCs is way more elaborate than for classical OBCs.

“When OBC transport is required, we select a suitable courier who has the appropriate visas, language skills and expertise based on the individual transport requirements of the customer.

“The OBC will be informed about all necessary information including changes of regulations. Another important aspect in the interaction with an OBC is to make sure that they are aware of the importance of compliance with rules and regulations.

“Overall, the management and training of on board couriers to keep them updated involves ongoing communication to provide a high-performance service to our customers.”

The sectors and routes that are currently seeing the maximum demand for OBCs are typically those with urgent and time-sensitive goods that need to be transported quickly and reliably, adds zur Strassen. “This includes worldwide routes depending on the customer requirements. Key sectors include aviation, automotive industry, medical technology, life sciences, high-tech and semicon industries and others in which fast and reliable transportation is crucial.”

In the event of unexpected delays the courier, Air Partner OBC 24/7 desk and customer will be in communication. A solution will be found, and the most important aspect is that the customer is kept updated with the situation and all possible outcomes and options.
-Oliver Giesen, Air Partner

Air Partner, another key player in the OBC business, has professional account managers with a lot of experience in the time-critical business. “A regular inquiry will probably take less than 10 minutes,” says Oliver Giesen, Head of OBC Global, Air Partner. “A more “unusual” inquiry may take 15-20 minutes to find a proper solution. We operate 24/7, 365 days per year.

“Currently we see a lot of demand for inner European routes, imports from Asia (mainly from China) and the business from North America into Europe is growing.”

Hitesh Parmar, an Indian OBC who has worked for Air Charter Service (ACS), Business Plane Network (BPN), Nova OBC and Wings On Board, says: “If you don’t have a visa, you will never get work. I have never delayed any assignment till date. Our identity is security and shipment is our work.. that’s why customers and clients believe in us.”

Parmar, 31, is a Mumbai-based OBC who has been working as a full-time data analyst for the last 13 years and handling on board assignments on a freelance basis for the last four years.

The longest route for Parmar, till date, has been to UAE where he has carried three-four assignments. His maximum assignments (out of 30 handled till date) have been domestic, and Parmar likes to fly IndiGo, Vistara and Air India.

Tales of OBC process
After the customer confirms the quote from the Air Partner Account Manager, the OBC will pick up the shipment and paperwork within the agreed time criteria from the customer’s location, says Giesen. “Once at the airport, the OBC will process check-in and if needed export clearance. For smaller shipments, the courier will always try to hand carry the shipment on board the aircraft personally.

“After passing the security, the OBC will board the aircraft and once at the destination, the OBC will proceed to the customs office to clear the shipment in the correct way. After import customs is completed, the courier will handover the shipment at the airport or deliver the shipment to the consignee’s agreed location. All of these steps are monitored by the account manager on duty and the customer is updated every step of the way.

“Air Partner has a thorough vetting process in place to ensure that the highest caliber of OBCs are individually selected for each mission. All OBCs have an established background in the hand carry industry and are personally checked and selected.”

OBC challenges
On the odd occasion that there might be challenges, for example flight cancellations, late departures or unforeseeable events, the long-established experience of the couriers and the Air Partner account managers are priceless, adds Giesen. “Recently we had the challenge of accommodating a last-minute expansion to a shipment. This mission, executed on behalf of our client for an internationally renowned recording artist, involved delivery of 24 large boxes, showing our dedication to exceptional logistics and customer service.

“Originally tasked with transporting 20 boxes, the mission’s scope expanded to 24 boxes, necessitating the rapid addition of a third OBC to ensure the entire shipment could be completed in a single movement. This last-minute adjustment demonstrated our ability to adapt swiftly and efficiently to changing circumstances, ensuring our client’s needs are met without compromising on speed or security.

“In the event of unexpected delays the courier, Air Partner OBC 24/7 desk and customer will be in communication. A solution will be found, and the most important aspect is that the customer is kept updated with the situation and all possible outcomes and options.”

When unexpected delays or issues arise, the OBC and operational team respond quickly, adds zur Strassen of time:matters. “The OBC reports the problem, and together they find solutions like rebooking flights or arranging alternative transport, ensuring minimal disruption. Customers will be informed accordingly. Our operational team is available 24/7 and can seamlessly switch between our other time-critical transport solutions products as needed.

“We ensure confidentiality and discretion for sensitive shipments by non-disclosure agreements (NDAs) with all our partners, including our on-board couriers, using strict access controls, secure packaging, training, and advanced tracking systems. In addition, we follow strict confidentiality protocols, and we adhere to all relevant regulations and industry standards for confidentiality and security.”

Stem cell focus
Every year, more than 50,000 people worldwide look for a suitable stem cell donor outside their own family, says zur Strassen of time:matters. “Whenever the best matching donor for an unrelated hematopoietic stem cell (HSC) transplantation is found, the question is who can guarantee fast and safe stem cell transportation to the patient. As the global expert for high-performance logistics, time:matters develops customized transport solutions for highly sensitive and urgent products such as stem cell courier services.

“In the field of stem cell courier services, major international registries and transplantation centers have been relying on our expertise since 2009. Strict courier selection and training, continuous process optimization and zero-error tolerance display our aspiration for excellence in the service of the patients ‘ health.

“Our dedicated stem cell team conducts several thousand international HSC transports per year. For each mission, we select trained expert couriers such as former pilots and flight attendants. Our global courier center network ensures optimal coverage for each mission in terms of urgency, flexibility, and local specifics.

“We provide a multilingual dedicated stem cell team available 24/7/365 for fast response even for short-term requests. They are responsible for end-to-end planning and coordination of each mission. They consider regulatory and customer-specific standards and are well-connected with major international and domestic registries, collection facilities and transplant centers.

“The team handles unforeseeable irregularities (delays, weather, strike etc.) and are in constant contact with the stem cell couriers. Each individual leg of the journey, every step the couriers take between the collection center and the recipient is planned meticulously in advance .Twice! If, for example, a flight is canceled due to a strike, an alternative is already booked.

“Our service is transparent and reliable: The team provides an ideal transport planning and optimal courier selection, EDI booking, online provision of itinerary as well as web based tracking option through proprietary IT system.

“We follow GDP, and are ISO 9001, ISO 14001 certified. We provide validated transportation equipment such as cooling boxes and data loggers. Temperature records will be transmitted to the client. We are regularly audited by various organizations and exceed WMDA standards.

“We have a strong partnership with airlines and direct access to Lufthansa as well as established support from international airports and local authorities. Especially during the Covid lockdowns, processes had to be adjusted quickly to ensure secure transport. We are flexible and we always find a solution.

“We are working with a travel agency with access to the relevant travel industry systems. We handle each transport mission with the utmost care maximizing patients’ outlooks.

“One of the main challenges in stem cell OBC services is the need for strict temperature control and monitoring during the transport to ensure the integrity of the product. Additionally, there are often regulatory requirements that must be adhered to when transporting stem cells across international borders .

“Overall, the growing focus on stem cell OBC services reflects the increasing importance of timely and reliable transportation solutions. Through our set-up, we are well positioned to meet the growing demand for these critical transportation services.”

Challenging assignments
Air Partner recently handled a complex shipment of important documents from Asia to Equatorial Guinea. Giesen says: “Due to strict visa requirements, it can be difficult to find an OBC ready to travel to Equatorial Guinea. The Air Partner team was able to place a courier and provided the customer an efficient door to port solution. The customer was very satisfied and the mission was completed at a competitive price.”

Parmar adds: “Once I have delivered 700 kg, which I had to pull as we will never get any helpers.” The delivery, Parmar adds, was fabric/clothes from Mumbai to Delhi, which was pre-booked and all duties paid by the customer.

Evolving OBCs
time:matters is seeing an increase in time-critical shipments, says zur Strassen. “This is why we provide time-critical and reliable transport solutions not only via OBCs but also via same day solutions, next flight out options and tailor-made transport up to charter services. The number of cell and gene therapies are luckily increasing – so called personalized medical treatments – which also increases the number of transports.

“Bookings of classical OBCs and other services can be made easily via our own booking platform which is integrated on our website. In less than a minute, the customer can choose different options and book immediately.”

The OBC industry is constantly evolving and developing. There are new, growing industries that have different demands and face different challenges than the established industries and it is our job to understand these and ensure we can meet our customer’s needs, Giesen of Air Partner concludes.