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Increasing supply chain reliability for our customers: New “Loaded as Booked” quality promise launched

As part of our Strategy 2023, we have set ourselves the goal to becoming the number one for quality among carriers. In addition to the first three quality promises announced in January 2020, we are taking now the next step by launching our fourth “Loaded as Booked” quality promise.

Having cargo get “rolled” in a port is not unusual. This means that a container was not loaded onto the vessel it was scheduled to sail on because that vessel ran out of capacity. For customers, this only brings disadvantages, such as delayed cargo, more administrative work and additional commercial costs.

Making life a lot easier for our customers


With our newly launched “Loaded as Booked” quality promise, we spare our customers these headaches and inconveniences by promising to load at least 95 percent of their confirmed bookings on the voyage specified in their booking confirmation. As a result, customers will benefit from more predictable supply chains.

Juan Carlos Duk, Managing Director Global Commercial Development

“Missed loadings have always been an issue for customers because they cause inefficiencies across their entire supply chain. With our ‘Loaded as Booked’ quality promise, we will significantly lower the number of rolls and make the lives of our customers a lot easier by improving their supply chain flow, boosting their planning security and reducing administrative work related to rolled cargo. As a result, in addition to saving time that they can devote to other important tasks, our customers will save money thanks to reduced commercial costs and liabilities,”

Significant progress in performance – transparent documentation

Hapag-Lloyd is taking a unique approach to transparently documenting how its promises are kept. The performance of all promises is measured, and this data is made available to all customers via our online Quality Promise Dashboard. Starting in September 2020, Hapag-Lloyd Online Business users will also receive access to a separate personal area via the Hapag-Lloyd Navigator. Based on their own transaction with Hapag-Lloyd, they will be able to see exactly where Hapag-Lloyd stands in terms of delivering on its quality promises.

An evaluation of the first six months of 2020 shows we have been able to significantly improve our performance regarding the already-released quality promises – fast booking response, timely and correct bill of lading, and accurate invoicing – compared to 2019.

Jesper Kanstrup, Senior Director Customer Quality

“We see that our various measures to improve our operational performance are paying off. We have made substantial progress in all fields with improved performance figures for the individual targets,”

The remaining six quality promises will be published in the course of 2020 and until the end of 2021. Want to learn more about our quality promises? Check out our Quality Promise Dashboard

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