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You can use the Contact Us option on the Hapag-Lloyd website or in the Online Business Suite. You can also contact the local Customer Service, Documentation, or Import team, depending on the type of inquiry. To speed up the process, include the relevant booking, bill of lading, container, or invoice number.

You can use the New Quotes tool in the Online Business Suite. Enter the origin, destination, container type and quantity, commodity, dates, and any additional services. Quick Quotes provides a fast rate, while Quick Quotes Spot allows you to check a spot rate, view available sailings, and receive immediate confirmation when space and equipment are available. Use the corresponding links to complete your quote through New Quotes. You can also quote special cargo through Special Cargo Quotes.

You may purchase Shipping Guarantee when it is available on our website to protect your shipment against changes or rollovers during ocean transportation, subject to its terms and conditions. For more information, visit the Shipping Guarantee page.

You can submit the dispute through Hapag-Lloyd’s My Disputes web tool. Select whether it concerns an import or export shipment, enter the invoice number, charge type, and reason for the dispute, and attach the supporting documents. The tool allows you to track the case and its processing time.

Visit Hapag-Lloyd’s Inland services section or use Quick Quotes to check whether inland transportation options are available for your route. Select the origin and destination and add pickup or delivery to arrange transportation with Hapag-Lloyd, whenever available.

Go to the Online Business Suite registration page and complete the company and user details. Once the account has been activated, you can access tools such as Quick Quotes, Booking, Navigator, shipment tracking, and other digital services. Registration is required to use Quick Quotes. 

You can subscribe to CustomerNEWS through the subscription link available in the NEWSPortal. Select the country, region, or type of information you would like to receive, such as operational updates, services, rates, and surcharges.

Visit Hapag-Lloyd’sOnline Business Suitesection. There you will find information about Quick Quotes, Quick Quotes Spot, Booking, Navigator, Live Position, Shipping Guarantee, My Disputes, BL Draft Approval, and other digital products. You can also consult the available user guides and help materials.

You can reduce or offset the emissions associated with your shipment through decarbonization solutions such asShip Green, when available for the relevant route and service. Check the applicable conditions, selected reduction level, and documentation you will receive on the Ship Green page

Registration and access to many Online Business Suite tools, such as Quick Quotes, Web Booking, Navigator, and Track & Trace, are free of charge. However, contracted services, transportation rates, documentation charges, guarantees, free-time products, or additional services may incur costs.

Local export charges depend on the country, port, terminal, container type, service, and contract. They may include documentation, terminal handling, administrative services, weighing, inspections, or other applicable items. Check the Local Charges page or request a detailed quotation before your shipment

The exact divition depends on the contract, Incoterms, quotation, and booking instructions submitted by the customer when transmitting the Shipping Instructions.

The Customer Experience Survey (CES) is a survey used to understand the customer’s experience with Hapag-Lloyd. It evaluates aspects such as service, processes, communication, digital services, and overall performance. The responses help identify opportunities for improvement. More information is available through the corresponding link.

FAK stands for Freight All Kinds. It is a rate structure under which different types of cargo can be transported at a common rate, provided they comply with the conditions, exclusions, and restrictions defined in the quotation or contract. See the corresponding link for more details

Quick Quotes Spot is a digital tool for checking spot rates and booking space on specific sailings. When available and the booking is confirmed, it may provide cargo and equipment priority according to its terms and conditions. The offer depends on the route, dates, availability, and cargo requirements.

The issuance date depends on the applicable charges, payment terms, contract, and billing process. Some invoices are issued before shipment, while others are issued after the service has been provided or the movement has been confirmed. Check the Online Business Suite, your registered email address, or contact the local Hapag-Lloyd team.

The validity period appears on the quotation issued by Hapag-Lloyd, including the expiration date where applicable. In Quick Quotes and Quick Quotes Spot, you can check the validity directly in the digital offer. Once the quotation has expired, a new quotation must be requested.

Use the bank details shown on the invoice or in Hapag-Lloyd’s official payment instructions. Do not use payment details received from unverified sources. If you have any doubts, confirm the information with Finance or local Customer Service before making the transfer.

You can find it in the invoicing portal or in the Online Business Suite, when the service is enabled for your account. It may also be sent directly to your registered email address. If you cannot locate it, request a copy from Finance and provide the invoice number, bill of lading, booking, or customer account details.

You can check the rates in Quick Quotes, the inland transportation quotation, the contract, or by requesting them from your sales representative. The rate depends on the inland origin or destination, equipment type, weight, distance, mode of transportation, and operating conditions.

You can use the office locator on the Hapag-Lloyd website and select the relevant country. It will provide the available office address, opening hours, and contact details. Check more information on this link

The difference may be caused by changes to the booking, applicable surcharges, local charges, additional services, changes in weight or volume, demurrage, detention, storage, taxes, currency conversion, or adjustments made after the quotation. Compare the quotation details with the invoice. If a charge does not match, you can submit a dispute through My Disputes.

You can request an amendment through Hapag-Lloyd’s Booking Amendment tool. The amendment is subject to approval, availability, and any applicable charges.

Place your booking in advance and within the available booking window. For additional protection, you may consider products such as Quick Quotes Spot, when available. It offers a binding rate with cargo and equipment priority for that booking. You can also inquire about Shipping Guarantee, subject to feasibility and availability.

Check the terms of your quotation or contract and the local Hapag-Lloyd tariff applicable in the country of origin. The charge depends, among other factors, on the product purchased, cancellation date, equipment type and quantity, and how close the cancellation is to the ETD or cut-off. To confirm the applicable amount for a specific booking, check the local charges or contact Customer Service with the booking number.

Request the cancellation through Booking Amendment indicating the booking number and the containers you wish to cancel. Depending on the country, a cancellation or no-show charge may apply in accordance with the local charges or product terms.

Use the password recovery or reset option directly on the login screen

Request a booking amendment through Booking Amendment. specifying the corrected information, such as cargo description, weight, commodity, or equipment type. Please note that cargo changes may affect the rate, booking acceptance, and regulatory requirements.

Request a booking amendment through Booking Amendment. Changing the pickup location is subject to equipment availability, operational acceptance, inland transportation conditions, and possible additional costs.

Request a booking amendment through Booking Amendment specifying the required changes. The change is subject to space, equipment availability, feasibility of the new route, and possible rate differences. Please note that changes to the cargo may affect the rate, booking acceptance, and regulatory requirements.

Review the booking status and associated messages in My Bookings. There you can check whether the booking is shown as submitted, under review, confirmed, or cancelled.

You can use the option to reuse or copy a previous booking in My Bookings, when available. You can also create a new booking using a previously saved quotation, contract, or template. Always verify that the dates, route, equipment, cargo, and parties involved are correct before submitting it.

You can place a booking through Web Booking, Quick Quotes, Quick Quotes Spot, EDI, or integrated platforms. Enter the origin, destination, dates, container type and quantity, cargo information, and required services. After submitting the request, you will receive a booking confirmation.

The processing time depends on the product and route. Bookings made through Quick Quotes Spot may receive immediate confirmation when space and equipment are available. Standard bookings may require a review of capacity, equipment, and documentation before they are confirmed. You can check the status in My Bookings.

You normally need to provide the origin, destination, port of loading and discharge, estimated shipment date, container type and quantity, cargo description, weight, volume, involved parties, and required inland services. For dangerous goods, additional information and documents must be provided before acceptance. Exact requirements may vary by route and country.

Both dates appear in the booking confirmation and can be checked in Hapag-Lloyd’s digital tools. TheCY cut-offis the deadline for delivering the full container to the terminal. The documentation cut-off is the deadline for submitting the Shipping Instructions and other required documents. Always check whether the terminal has updated either time.

You can view the confirmation in the Online Business Suite, under My Bookings, or look for it in the email account used during the request. You can also download a copy directly from My Compass, our dashboard that summarizes your Hapag-Lloyd shipments.

Check theCY cut-offin the booking confirmation, My Compass, or the shipment’s operational information. If the terminal changes the schedule, check the latest update before delivering the full container.

The full-container gate-in date may appear as the CY cut-off, cargo cut-off, or receiving deadline in the booking confirmation. You can also check it with the terminal or authorized transport provider. If you have any questions, confirm the date with Customer Service.

An earlier ETA cannot be guaranteed, as it depends on the vessel’s schedule, port rotation, port calls, and possible operational contingencies. You can check the current ETA and updates using our tracking tools  tracking tools with the booking, bill of lading, or container number

You can track your shipment using our herramientas de tracking. You can also subscribe toCustomerNEWSto receive service and operational updates. In the event of a significant change, Hapag-Lloyd may issue an operational notice or update the shipment status directly

You can use our tracking tools or Hapag-Lloyd's vessel schedule section. Search using the vessel name, voyage number, booking, bill of lading, or container number. The information may include the vessel’s position, next port of call, ETA, ETD, and operational status.

You can use My Compass to view the status and events of your shipments in a consolidated view. Depending on the tools and services contracted, you can also useLive Positionor review departure, transshipment, arrival, and delivery events. For broader analyses, contact your sales representative.

My Compass can provide information related to bookings, shipments, containers, operational events, estimated dates, documents, and tracking. The available content depends on your account and assigned permissions. You can also use it to view consolidated information about your shipments.

Check the Interactive Schedule or use Quick Quotes to search for the next available sailings from the origin to the destination. Availability depends on the route, service, space, equipment, and cargo receiving date. The sailing shown may change for operational reasons.

You can check the ETD or ETA in your booking confirmation or bill of lading, or by using Hapag-Lloyd’s tracking tools. The date is estimated and may change due to port conditions, weather, congestion, route changes, or other operational circumstances.

Use Hapag-Lloyd’s service, schedule, and coverage finder to review available routes, ports, connections, transshipments, and services. You can also search for a quotation in Quick Quotes to confirm whether coverage is available between the required origin and destination.

Check Quick Quotes, interactive schedule or service finder. The displayed transit time may not include delays at terminals, customs, inland transportation, transshipments, or operations after arrival.

Check the information in the tracking tools or on Hapag-Lloyd's Vessels page. Depending on the tool, details such as the IMO number, flag, capacity, year of construction, and other technical data may be available.

To specifically confirm whether payment was received or the bill of lading was released at origin, contact the local Documentation or Customer Service team and provide the bill of lading or shipment number.

Yes. TheVGM (Verified Gross Mass)can be submitted digitally through Hapag-Lloyd’s e-Business tools or via EDI integration. Always check the VGM deadline shown in your booking confirmation.

Use the BL Draft tool on the website. Feasibility, timing, and cost depend on when the correction is requested, the shipment status, and the customs requirements of the country involved. Late changes may be subject to operational or customs restrictions.

Request it from the Customer Service or Documentation team before the deadline shown in the booking confirmation. An extension is not guaranteed and depends on the vessel schedule, manifest requirements, customs authorities, and the operational status of the vessel.

You can view and approve your bill of lading draft through BL Draft Approval in the Online Business Suite. Review the cargo description, weights, volume, containers, seals, parties involved, and other information before approving it.

The possibility of creating several bills of lading depends on the shipment structure, parties involved, cargo, customs requirements, and the instructions received. Request this through the Shipping Instructions, clearly indicating the cargo distribution and the details for each bill of lading.

You can view or download a copy of the bill of lading from the Online Business Suite, in My Compass. If you need a certified copy, an original bill of lading, or a reissue, request it from the Documentation team. Delivery of the original may be subject to payment, release, and surrender requirements.

The OBL is handled by the Documentation team and delivered according to the shipment instructions, payment conditions, and release requirements. Contact your local office to find out the delivery location and procedure.

After making the payment, keep the payment receipt and send it or upload it through the channel indicated by Hapag-Lloyd. Final confirmation depends on whether the payment has been identified and applied to the correct invoice or shipment. You can check the status with Finance, Customer Service, or through the electronic payment options available in your country.

Visit the local Hapag-Lloyd website, especially the sections covering import requirements, export requirements, documentation, local charges, and customs requirements. You can also request guidance from Customer Service or the Import team.

You can submit your Shipping Instructions through Web Shipping Instructions. Enter the details of the parties, specific cargo description, weight, volume, containers, seals, and documentation information.

The VGM deadline appears in the booking confirmation and may vary depending on the port, terminal, service, and vessel. You can also check it in the Online Business Suite or in the shipment’s operational information. Submit the VGM before the indicated deadline to prevent the container from being excluded from the loading.

Documentation fees depend on the country, shipment type, document requested, and commercial conditions. You can check them in the local charges, quotation, contract, or invoice.

Normally, the Shipping Instructions must be complete and approved, applicable charges must have been paid or secured, and all documentation, customs, and manifest requirements must have been fulfilled. The procedure depends on whether the document is an OBL, Sea Waybill, or electronic release.

The cost depends on the type of amendment, document affected, timing of the request, and route. Corrections requested after the documentation cut-off, bill of lading issuance, or manifest transmission may incur additional charges or be restricted. Check the applicable costs in advance on the local charges page

You can check the SWB in My Compass when it is available. If it does not appear, verify that the Shipping Instructions have been approved and that the payment and release requirements have been fulfilled.

The deadline appears in the booking confirmation and can be checked in the Shipping Instructions tools or in My Compass. The deadline may vary depending on the route, port, document type, and manifest requirements. Submit the information in advance to allow time for review and corrections.

Visit the documentation and manifest requirements section for the relevant country on the Hapag-Lloyd website. You can also review the booking confirmation and the specific instructions for each route. The requirements, deadlines, mandatory data, and consequences of late submission depend on the destination country and the competent authority.

Use the dangerous goods submission channel indicated by Hapag-Lloyd, which is generally an email address. Submit the completed declaration, classification, UN number, packing group, quantities, safety data sheets, and any other required documents. The cargo must be approved before shipment.

Send the OBL only to the address indicated by Hapag-Lloyd or by the authorized consignee in the documentation instructions. Do not use an old address or send the original without confirming the release procedure.

Review the free time and the applicable demurrage, detention, and storage rates for your shipment, taking into account your contract or the tarifario local. harges depend on the location, container type, operational events, and day-counting rules. For imports, you can use the D&D Calculator which provides information about free days and calculates potential charges.

Submit aChange of Destination (COD)request to Hapag-Lloyd. Approval depends on the shipment status, route feasibility, availability, rate implications, and customs restrictions.

Check the demurrage and detention information in the local tariff or the relevant invoice. For a specific validation, review the container number, pickup or return date, and last free day. If you have questions about the calculation, contact the local Import team.

You can purchase additional free time through the Additional Freetime tool when the service is available. Approval depends on the route, container type, contract, and product availability. Additional charges may apply. The purchase must be made before the cargo arrives at destination. After this period, the applicable detention or storage charges will apply in the country.

Local import charges may include documentation, port handling, release, administrative services, inspections, storage, or other items depending on the port and shipment conditions. Review the local tariff, invoice, and contract terms. Charges may differ depending on the consignee, payment terms, and cargo type.

For an import shipment, return the empty container to the depot indicated by Hapag-Lloyd in the return instructions or relevant confirmation. The deadline depends on the applicable free time. Do not return the container to another depot without prior authorization, as additional charges may arise.

The import invoice is issued according to the applicable charges, shipment arrival, documentation release, and local billing conditions. It may include freight, local charges, demurrage, detention, storage, or other items. Check your registered email address and electronic invoicing channels. You may also find this information in the local importer guide.

The full import container must be picked up from the terminal or depot indicated in the arrival documentation once the release, payment, customs, and pickup authorization requirements have been fulfilled. The date depends on container availability and terminal operations.

You can check this information in the local tariff and in the D&D Calculator. Rates vary depending on the country, port, equipment type, import or export status, and free-time conditions.

The Arrival Notice may be sent to your registered email address and may also be available in My Compass. If you have not received it, contact the Import team and provide the bill of lading, container, or shipment number.

Reusing an import container—also known as astreet turn or roundtrip—must be requested and approved before using the container for export. Approval depends on factors such as the equipment status, location, destination, availability, and local operational requirements. Contact Customer Service or the local office with the container number, import shipment details, and new export booking.

Check the port and terminal information in your booking confirmation or the online schedule. Details may include the receiving terminal, address, opening hours, cut-offs, entry requirements, and operational restrictions. Always verify the information before delivering the container.

Specify the special equipment requirement during the quotation or booking process. Hapag-Lloyd must confirm availability, cargo acceptance, route compatibility, and applicable conditions. Equipment such as Food Grade or Flexitank may require prior validation and is not available at all depots or on all services.

Contact Customer Service or the Equipment team to check inventory at other depots, propose using a different equipment type, or confirm a new pickup date. Do not change the depot or collect different equipment without authorization. Substitute equipment may be available, but this must be verified by the Sales team. These changes could affect the booking and generate additional costs.

Dimensions depend on the container type, such as standard, high cube, reefer, open top, or flat rack. Check the equipment specifications in Hapag-Lloyd’s container types section. In addition to the external dimensions, verify the internal capacity, maximum payload, and route restrictions.

You must have a confirmed booking, pickup instructions, depot authorization or reference, an authorized carrier, and the documents required by the terminal or depot. You must also verify that the booking is active, there are no blocks, and that the driver meets the identification and security requirements.

Immediately inform the carrier and Customer Service or the Operations team. Take photographs, record the condition of the container, and request instructions before attempting to repair or replace it. Do not enter or present equipment that could compromise safety or fail to meet the terminal’s requirements.

Verify that the booking is confirmed, the container and equipment type are available, the depot and address are correct, and the pickup date is valid. Also check opening hours, entry requirements, carrier documents, VGM, dangerous goods requirements, and any special instructions.

Bring the booking confirmation or reference, pickup authorization if applicable, carrier documents, driver identification, vehicle information, and any document required by the depot or terminal. Requirements may vary by location, so confirm them directly with the depot before pickup.

The limit depends on the container type, state, province, route, mode of transportation, terminal, and applicable regulations. In the United States, legal gross-weight and axle-distribution limits may apply. Confirm the specific limit with Hapag-Lloyd, the inland carrier, and the authorities responsible for the route before loading the container.

You can pick up the unit during the pickup window indicated in the booking confirmation, provided that the equipment is available and the booking is active. Check the opening hours, holidays, entry requirements, and possible operational changes in advance.

Deliver the full container to the terminal or yard indicated for the shipment before theCY cut-offshown in the booking confirmation. Verify the address, opening hours, entry requirements, and any updated instructions from the terminal.

The pickup location and date appear in the booking confirmation. The unit must be collected within the authorized window. If the depot has no inventory, contact Customer Service before going to another location.

Check the container’s CSC plate, the specifications for the equipment type, and the booking information. The maximum payload is also limited by the weight regulations applicable to the route, terminal, road, railway, and destination country.

You can find the information in the booking confirmation, including details such as the address, opening hours, cut-offs, entry requirements, contacts, and restrictions, when available.

When requesting a quotation, indicate that the unit is anSOC (Shipper-Owned Container)or anNOR (Not Operating Reefer). Acceptance depends on the route, container type, documentation, safety conditions, availability, and operational approval. Request the quotation directly through Quick Quotes 

Request it from Customer Service, Import, or Operations before returning or reusing the container. Provide the container number, import bill of lading, new export booking, origin, destination, and planned date. Reuse may only take place after receiving formal authorization.

Depending on the route and availability, you can book standard dry containers, high cube containers, reefers, open tops, flat racks, tanks, and other special equipment. Acceptance depends on the cargo, dimensions, weight, availability, and service restrictions. Hapag-Lloyd may also accept SOC or NOR units under certain conditions. Find more information about our equipment on the Containers page

First, contact the depot or terminal to confirm the reason for the issue. Then inform Customer Service or Hapag-Lloyd’s Equipment team, providing the booking number, container number, depot, date, and description of the problem. If there is a risk of missing the cut-off, report it immediately.