Your perspective, our future of shipping.

Your perspective, our future of shipping.

How is Hapag-Lloyd perceived in today’s shipping market? And the best thing about it: You can help us answer that question because your perspective matters to us.

By taking part in this short survey, you’ll help us identify what truly matters when working with shipping and logistics partners – from reliability and service quality to innovation and collaboration.

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Hapag Lloyd Stage Teaser x Partnership

Delivering Partnership

You’ve got enough on your plate. So when anything comes up, you don’t want a notification. You want someone to take care of it, or to help you find a solution. In short – you want a partner.

In logistics, a partner is someone who makes every back-and-forth easier for you. Whether it’s about being easy to reach or getting you booking responses, bill of ladings and accurate invoicing quickly.
 
And a partner is someone you can trust. That’s why we make our service quality performance transparent on our website. Have a look below

Stress-Free Interactions

How We Deliver Partnership for You

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1. Making Our Service Quality Performance Transparent

Service quality might not be headline-grabbing, but it truly matters to your everyday business. At Hapag-Lloyd, we’ve set ourselves high bars and made our service quality measurable for you. Our targets include getting you a booking response within 15 minutes and resolving 80% of cases within four business hours.

Track how We Do it 

2. Accessible Service with a Personal Touch

We’re the ones you can always reach in person. Our aim is to answer 90% of your calls within 12 seconds – to give you prompt access to the right expert and save you from navigating phone menus. Real empathy means understanding how shipping functions as a piece of your daily logistics puzzle and how to make it as stress-free as possible for you. 

 

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Hapag Lloyd Partnership x

3. Swift BL Delivery and Accurate Invoicing

With our commitment to deliver a correct bill of lading within two business hours and to issue accurate invoices in more than 97% of cases, we take the burden off your shoulders. Your time is better spent running your business – not managing repeated BL amendments or revisiting financial planning. 

Looking to test Hapag-Lloyd’s partnership promise? Book a spot for your cargo via Quick Quotes!

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Our Promises in Numbers

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>80%

of Shipments Delivered Without Queries or Calls

90%

of Calls Answered Within 12 Seconds

80%

of Cases Resolved Within 4 Business Hours

Check How We're Delivering on Our Promises

On our Quality Promises Dashboard we provide real insights into our performance on each Quality Promise.

Have a Look at Our Dashboard

How Our Promise to You Drives Everything We Do

At Hapag-Lloyd, we treat every customer request as if it means the world – because sometimes it really does. Watch this heartwarming story to find out what motivates us.

What We Promise You

Delivering Reliability

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Spend Less Time Waiting

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

Because we act as your shipping partner. Your Hapag-Lloyd contact stays close to your business and your cargo, reaches out proactively when needed, and supports you personally – with a dedicated case manager when required. For quick questions, Automated Solutions (e.g., chat) provide instant help, so you get the right support fast and via the channel you prefer.

We’re streamlining case processes end to end: more automation for standard requests through Automated Solutions, clearer ownership, and better system support to reduce handovers. Together with our published Quality Promises for customer service, this creates faster and more predictable case resolution. 

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.