UAE

UAE - FAQ

How do I trace where my container is?

  • Please send your tracing request via Get info, which is an automatic email response tool.
  • Please refer to “Trace Container”.
  • Please download Hapag-Lloyd Mobile Application from both IOS and Android (search for Hapag-Lloyd).

How can I Place a booking with Hapag-Lloyd?

  • You can send your booking via INTTRA products such as  INTTRA ACT (website), INTTRA DSI (offline Desktop), INTTRA Link (Bi-Lateral connection).
  • You can send your booking via our website. Please find more information here.
  • Please discuss with your local Hapag-Lloyd representative for more details or alternative solutions.

How can I send Shipping Instruction to Hapag-Lloyd?

  • You can send your shipping instruction via INTTRA products such as INTTRA ACT (website), INTTRA DSI (offline Desktop), INTTRA Link (Bi-Lateral connection).
  • You can send your shipping instruction via our website. Please find more information here.
  • Please discuss with your local Hapag-Lloyd representative for more details or alternative solutions.

Where can I check vessel tracing information?

Please check your vessel schedule in via our Online Business / vessel tracing.

Where can I find Hapag-Lloyd service and schedule?

Where is nearest Hapag-Lloyd office located in?

  • All details regarding the location and contacts for our worldwide offices are available on our website.
  • For your guidance please refer to the section “Offices” on the main webpage.

Where can I collect my empty container from?

Please refer to Hapag-Lloyd Booking Confirmation where we will provide the appointed Depot details.

Where do I deliver my full container to?

Please refer to Hapag-Lloyd Booking Confirmation where we will provide either Off-Dock CY details or Port Terminal details.

Where should I return empty container to?

Please refer to Hapag-Lloyd Arrival Notice or Delivery Order where we will provide the Depot details for your empty container return.

What is the CY cut-off & Documentation cut-off for my shipment?

  • Please refer to Hapag-Lloyd Booking Confirmation where we will provide information under “Cut-off” section.
  • Please refer to Online Business / My Shipment (registration required).

What is the Rate of Exchange (ROE) for my shipment?

  • Please refer to Rate of Exchange via our Online Business.
  • Please kindly refer to the Invoice that you received from Hapag-Lloyd.
  • If you have User ID/PW for our website, Please refer to “My Shipment / ROE” for ROE application date accordingly.

What is the date set up for my Exchange Rate?

  • Freight Prepaid (Export) will be 7 days before scheduled departure date at Port of Loading.
  • Freight Collect (Import) will be 7 days before scheduled arrival date at Port of Discharge.
  • Please refer to our global ROE rule here.

How many free days (Detention / Demurrage) do I get?

  • Please refer to Online Business / Tariff / Detention and Demurrage.
  • If you have User ID/PW for our website, Please refer to “My Shipment / Import” section to check Detention/Demurrage for particular shipment or container selected.

What does this surcharge stand for?

Please refer to Online Business / Tariff / Local Surcharges.

What is the maximum weight and volume I can load in the container and what is the tare weight of the container?

  • Please refer to Product Brochure page for “Container Specification”.
  • Weight restriction might be applied on certain services, please contact your local Hapag-Lloyd representative for more information.

What are the dimensions of a container?

Please refer to Product Brochure page for “Container Specification”.

What is the Road/Rail weight limitation to the US?

  • There is no specific cargo weight limitation in the US but there is a limitation under the name of " Gross Vehicle Weight" regulation which includes Cargo weight, Cargo packing weight, entire container contents, Chassis and Truck weight. Furthermore there are restrictions on the distribution of weight which means that if cargo weight is within the cargo weight guideline, it can still be overweight per local, state and federal law. With this reason it is very difficult for Carrier to confirm whether or not your cargo can be transported to the US inland location.
  • Please refer to more information here.

Where can I find vessel details such as IMO number or built year?

Please refer to our Fleet, which includes both Hapag-Lloyd vessels and Chartering vessels.

Where do I get a vessel certificate?

  • Please refer to our Fleet / Vessels, which includes both Hapag-Lloyd vessels and Chartering vessels, you can download the certificate information from there.
  • If you would like to have a vessel certificate for partner vessel, please contact your local Hapag-Lloyd Customer Service representative in your Area to get more information.

What is the Shipped On Board date?

The Shipped On Board date we manifest on the Bill of Lading is the sailing date of the vessel.

I would like to have an earlier Shipped On Board (SOB) date on the Bill of Lading than the sailing date. Is this possible?

  • No. we are not able to show a Shipped On Board date on the Bill of Lading which does not reflect the actual date of sailing.
  • Alternatively, if the container(s) have been loaded on board the vessel, the date that this occurred if it is prior to the vessel sailing date, can be used as a Shipped On Board date. Please check with your local Hapag-Lloyd Customer Service representative team for more information.
  • We can offer a received for shipment Bill of Lading. This confirms that we have taken charge / possession of the goods but they have not been loaded on to the intended vessel.

Can I check if payment is made and if Bill of Lading is released at Origin?

Currently we are not able to show such information via our website. Please contact your local Hapag-Lloyd Customer Service team.

How do I find more details on Hapag-Lloyd e-Business products?

Hapag-Lloyd offers a number of e-Business products designed to assist the customers in delivering your

  • Bookings
  • Shipping instructions
  • Event reporting such as schedule deviations or vessel departure notifications

Please refer to e-Business solutions where we offer Bilateral EDI, Online Business, INTTRA, various e-mail solutions and mobile solution.
Please contact your local Hapag-Lloyd representative to receive more information.

Where can I find the Advance Manifest requirement information, such as AMS, ACI,ENS, CCAM, JP24?

Please refer to our “Security Information”.

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