An easier way to communicate with our Puerto Rico offices 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. To achieve the strategic goals and deliver on our Quality Promises, effective from November 8, 2021 we will take further steps and implement the 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, for all customer service related inquiries, we will implement one mailbox [email protected]. 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 messages or connect via phone with our colleague who is working on the case.
  
  
• Upgrading the Contact Center with the existing mainline number: + 1 939 475 1701. By dialing your Case Number or Shipment Number, the call will be fast-routed to the corresponding agent or team for a more personalized service.
  
  
• Streamlining the Contact Center prompts for easier and quicker accessibility.

Please note that manual Shipping Instructions and request for Bill draft amendment will continue to be sent to [email protected]. All other customer service email addresses and direct lines will be discontinued from November 7, 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 should have any questions, please get in touch with us! We are looking forward to assisting you.