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Mexico – New Commercial Structure and Customer Service Contact

Providing efficient and smooth customer service with high responsiveness and fast issue resolution is at the top of our agenda. Our Strategy 2023 has set us on a clear path towards becoming number one for quality in the industry, and this means placing a high priority on what matters most to us: You.

Since January 2020, we have launched four quality promises: Fast Booking Response, Correct Bill of Lading, Accurate Invoicing and Loaded as Booked. Effective from June 21st 2021, we will take further steps to improve our service performance by:

  • Establishing specialized and dedicated team members just for your business. It aims to increase the quality of the answers you receive from us, and we will be able to assist you with any inquiries you might have in a more efficient manner. We will be sending you a separate message with the details of your cluster contact later, so stay tuned!
  • To ease the way you communicate with us, we will implement one mailbox [email protected] (available since June 21st ) for all customer service related inquiries, this means that you will only have to go to one place for all your questions, simply send your inquiry to the central email address – and we will help you!
  • Upon your initial email to the central mailbox, you will receive a confirmation message that includes a Case Number and Quick Link to send us follow up message or connect our colleague who is working on the case via phone call.
  • Upgrading the Contact Center with the existing mainline number: +52 55 54478100– By inputting your Case Number or Shipment Number, the call will be fast-routed to the corresponding agent or team for more personalized service.
  • Streamlining the Contact Center prompts for easier and quicker accessibility.

Manual Shipping Instruction and request for Bill draft amendment continue to be sent to [email protected] and all other customer service email addresses and direct lines will be discontinued as of June 19th.

We believe our Strategy2023 will be a strong differentiator from our competitors, so we invite you on board our journey to become the benchmark of the container shipping industry, setting the quality standard and thereby offering you unrivalled levels of reliability and quality service.

If you have any questions or comments, we are happy to hear them and help! Please send me an email or contact your local Hapag-Lloyd office.

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