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Your cargo, our promise.

Why We Promise to Go Above and Beyond for Your Cargo 

At Hapag-Lloyd, we know your cargo is more than just a box. It might be your customer’s launch date, your buyer’s production line, or your company’s sustainability targets. That’s why quality in shipping for us means to go above and beyond for you. Our promise to you is what lets you ship faster, greener, more stress-free, more efficiently – and more in control.

In our new film, we show why cargo is never just a box: For a girl playing the role of the Sun in a school play and her father, a delivery actually means the world. 

Our Quality Dimensions

How We Deliver Quality For You

Hapag-Lloyd promises to deliver outstanding service for your cargo. Whether it’s about your cargo arriving on time, quickly reaching your individual customer service partner, the most flexible agreements and quotes, the most precise live- tracking, or the least carbon-intensive ways to ship – your needs drive our promise. 

  • Delivering Reliability
  • Delivering Partnership
  • Delivering Tailored Solutions
  • Delivering Convenience
  • Delivering Decarbonization
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On-Time Delivery of Cargo

Our goals are to help you improve your maritime supply chains, reduce costs, and save time. That’s why one of our targets is to always rank among the most reliable carriers. With our Gemini cooperation, we achieve just that: 90% schedule reliability! 

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Proactive, Personalized Service

As a service-oriented carrier we don’t just notify you when problems arise. Our colleagues in customer service solve problems proactively and are always reachable for you. We’re so committed we’ve even made our service quality transparent by tracking our performance on our Quality Promises Dashboard.

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Booking Options That Fit Your Needs

We know that not every cargo is the same. That’s why we’ve turned booking and contract flexibility into an area of quality innovation. You can get a quote in 30 seconds or choose reliable long-term booking options and add additional services that fit the size of your business.

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Simple Self-Service Tools

At Hapag-Lloyd, we’re convinced that dealing with your shipping should be as convenient as online shopping. We turn millions of containers into smart containers, invest in first-of-a-kind digital tools, and enable seamless data integration – so that you can manage your shipping entirely from your own device in no time.

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Our Approach to Green Shipping

We need to protect our planet. That’s why we pursue fleet upgrades and new fuel mixes while also offering you a range of decarbonization options. Reducing emissions is a priority for us and a possibility for all our clients.

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Track Our Performance on the Quality Promises Dashboard

We don’t make promises lightly. In fact, we are so committed to our quality promises that we make our performance numbers transparent. 

Don’t believe us? Check out how we are doing globally and in relation to your individual shipments on our Quality Promises Dashboard. 

What We Promise You

Delivering Reliability

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Spend Less Time Waiting

Delivering Partnership

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Interact Stress-Free With Us

Delivering Tailored Solutions

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Book with More Flexibility

Delivering Convenience

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Manage Your Shipping Smarter

Delivering Decarbonization

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Reduce Emissions Your Way

Frequently Asked Questions

It’s our commitment to customers: Your cargo is at the center of everything we do.  We take responsibility for moving it reliably and with care – from booking to delivery.

Because quality is what sets us apart. The brand story makes our quality leadership clear and memorable, with one unified message across all customer touchpoints. 

Quality is a core pillar of our Strategy 2030 – our long-term plan for sustainable growth, digital transformation, and decarbonization. It reflects our ambition to be the Undisputed Number One for Quality, meaning customers can count on a consistently high standard across every shipment and service. 

“The Sun” translates our brand line into a concrete, human story. A lighting store owner wants to help his daughter after she is disappointed about her role in a school play. To make her shine, he asks for a last-minute change to an already placed Hapag-Lloyd shipment. What follows is not a routine adjustment, but a coordinated global chain of actions: teams across countries, time zones, and functions work together to reroute cargo, update systems, adjust documents, and ensure the delivery arrives in time. 

This is the film’s core message: behind every shipment is a promise – and Hapag-Lloyd delivers on it through quality, collaboration, and responsibility. The story reflects all five Quality Dimensions at work: Delivering Reliability, Delivering Partnership, Delivering Tailored Solutions, Delivering Convenience, and Delivering Decarbonization. In doing so, the film brings the brand story to life – showing that quality at Hapag-Lloyd is not abstract, but something customers experience when it matters most. 

The five Quality Dimensions

They are the five ways Hapag-Lloyd delivers quality every day: Delivering Reliability, Delivering Partnership, Delivering Tailored Solutions, Delivering Convenience, and Delivering Decarbonization.

Each Quality Dimension is backed by concrete offers, for example: 

  • Delivering Reliability: Gemini Cooperation, strong network planning and on-time performance. 
  • Delivering Partnership: Quality Promises, proactive customer support, smart automation. 
  • Delivering Tailored Solutions: Quick Quotes (incl. Premium/Committed), Committed Volume Agreements, tailored solutions. 
  • Delivering Convenience: Live Position / HL LIVE, easy digital booking and tracking, API solutions. 
  • Delivering Decarbonization: Ship Green, alternative fuels, fleet upgrades and newbuilds. 

You get a more reliable supply chain, faster and more personal support, flexible products for your needs, smoother digital processes, and credible lower-emission options – the core benefits behind Hapag-Lloyd’s Quality Promises.

Our Online Quality Promises are public, measurable commitments rooted in our Strategy 2030. They set clear performance targets – for example, on schedule reliability and service speed – and make our quality progress transparent via a customer dashboard. In short:, they turn our quality ambition into concrete, trackable standards.