An easier way to communicate with our offices in Greece is coming to you!

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 been launching our Quality Promises, which will be the foundation of our partnership with our customers and pave the way for necessary quality improvements in our industry. In order to achieve the strategic goals and deliver on our Quality Promises, effective from August 23, 2021, we will take further steps and implement following changes in our commercial organization:

• 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] 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 your case via phone call.

• Implementing Contact Centre with mainline number: +30 2119906020 – Following the prompts and input your Case Number or Shipment Number, the call will be fast-routed to the corresponding person or team. Using this one phone number for all will bring more transparency and accessibility, for both you as a valued customer, and for us to deliver on our Quality Promises.

• Establishing a Quality Service Center with an enhanced modern organization model, promoting cross-functional collaboration among our teams in an agile way by bundling key functions & activities. Our ambition is to be Number One for Quality aiming to improve our processes reliability and consistency, and therefore provide the best service delivery to you in terms of efficiency, effectiveness and Quality.

Manual Shipping Instruction and request for Bill draft amendment continue to be sent to [email protected]; all other customer service email addresses and direct lines will be discontinued as of August 21, 2021.

We believe our Strategy 2023 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.