Saudi Arabia - One Service Mailbox and Communication Enhancements

Providing efficient and smooth customer service with high responsiveness and fast issue resolution is at the top of our agenda. Our Strategy 2023 has set us on a clear path towards becoming number one for quality in the industry, and this means placing a high priority on what matters most to us: You.

Further to launching our Quality promises, we are taking further steps to improve our service performance by:

• Establishing one mailbox for all customer service related inquiries which means that you will only have to go to one place for all of your questions, simply send your inquiry to the central email address – and we will help you! As of 22 November, 2020, kindly direct all your customer service queries to
  [email protected]. All other existing mailboxes other than very specific email addresses given below will be discontinued as of 22 November, 2020.
  
  
• Upon your initial email to the central mailbox, you will receive a confirmation message that includes a Case Number and a Quick Link to send us a follow up message or connect with our colleague who is working on your specific case via phone call.
  
  
• We will continue to serve you with our existing Contact Center number: +966 115102716 - By inputting your Case Number or Shipment Number, the call will be fast-routed to the corresponding agent or team for more personalized service.
  
  
• Establishing specialized and dedicated team members just for your business. We aim to increase the quality of the answers you receive from us, and assist you with any inquiries you might have in a more efficient manner. We will be sending you a separate message with the details of your cluster contact at a later stage, so kindly stay tuned!

Manual Shipping Instruction and request for Bill draft amendment continue to send to [email protected].

Queries related to counter activities continue to send to the below email addresses –
Jeddah – [email protected]
Dammam – [email protected]

Queries related to Customs activities continue to send to the below email addresses –
Jeddah – [email protected]
Dammam – [email protected]

We believe our Strategy2023 will strongly differentiate us from our competition, so we invite you on board our journey to become the benchmark of the container shipping industry, setting quality standard and thereby offering you unrivalled levels of reliability and quality service.