Hapag Lloyd Benelux – Local Information

Due to the current situation in relation to COVID-19, we feel that it is our responsibility to protect our staff and you as our customers. For this reason the majority of our staff is working from home as you have noticed for the last two weeks.
In order to continue to offer you an adequate service, we have the following information and recommendations for you:

COMMUNICATION
Our office numbers are transferred to the mobile phones of our staff. This could mean lines are being occupied while trying to contact us. Normally your phone call is being relayed to a colleague or to the operator. Within this set up this is unfortunately not possible. For this reason we kindly ask you to try to contact us by phone some moments later. But actually would urgently request you to avoid phone contact as much as possible, but reaching out by mail. Also please do not send reminders, your mail has been received and will be work on asap. This manner of less communication will have a positive effect on the response times of the initial e-mail request made.

For Customer Service, please use the following e-mail addresses:
For Belgium: [email protected]
For The Netherlands: [email protected]

For our other departments please use your usual e-mail contacts as well.
In case of required escalations, please do not hesitate to contact our local management.

EXPORT DOCUMENTATION - recommendation

• Whenever possible we kindly ask you to change your original b/l into a Sea Waybill
• In case you require an original bill of lading, we offer you following options:
• Print your original bill of lading at the POD (destination print)
• Switch to Telex-Release, subject to destination acceptance
• Request remote bl printing at your location (not instantly feasible, please reach out to our local sales or documentation team for set up)

IMPORT DOCUMENTATION - recommendation

• Whenever possible please let the full set of original bills of lading be surrendered at the export office and ask for a telex release
• Whenever possible please arrange the usage of a Seaway Bill instead of an original bs/l
• We also kindly ask you to use our online business for shipment and/or vessel information to avoid unnecessary communication and therefore any delay in handling your import request
  

LET’S GO DIGITAL

To make your life easier and to get things done with more speed and less complexity we would like to draw your attention to our unique digital self-service solutions, which you can easily access, from wherever you are located.
Get a quote easily via our QuickQuotes; request a booking and receive a booking confirmation via our Web Booking; download seaway bills and get your invoices digitally with our Online Business tools; get an overview of all your shipments via our unique Hapag-Lloyd Navigator; and buy additional products as Shipping Guarantee and Free time packages directly on our online channels.
Additional information is available on our website Hapag lloyd - where you will also find a COVID-19 info page with daily status updates.
Let’s go digital - and make your life easier with our various digital solutions customized to your needs. Whatever we can do to assist you - let us know. We are looking forward to meeting and serving you online - either via self-service or through our home office. And admittedly: we can’t wait to see you again in person when this unprecedented crisis will be history.

ACCOUNTS RECEIVABLE

- All un-disputed invoices should be paid within agreed payment terms
- Disputes, which are not reported within 14 days, should be paid within agreed payment terms and the disputes will be handled afterwards.

In case you do not fulfill to this obligation, we will be forced to immediately revoke your credit terms and all cargo and/or documents will be released Cash Against Documents. On top of that we will no longer accept any overdues on your account(s) from now on or this will lead to the same consequences.

COUNTER OPENING

Our counter will be adjusted with immediate effect, being:
- AM: office open between 10h00-11h00
- PM: office open between 14h00-15h00
Please be aware that our staff availability at the office is very little, so we kindly request you to avoid physical attendance as less as possible.

We thank you for your kind cooperation.
On behalf of our complete Benelux team, we do wish you and your loved ones all the best in good health during this uncommon period in our lives.