Kenya

• Generate a real-time quotation with just one click and make your booking immediately, please use this link - Quick Quotes / Quick Quotes Spot / Special Cargo Quotes.

Please check the validity in the quotation, as it may differ depending on the origin and destination. Use our “valid-from” option in Quick Quotes to select the starting date for validity.  

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

• Bank details are indicated on the invoice. Also available on the link.
• Please contact your local Hapag-Lloyd representative to receive more information.

• New users can register for an account to the Online Business Suite via the link. Click "Not yet registered"
• Your local Hapag-Lloyd sales office will process your request and unlock the requested functionality of your account.

• You can subscribe to our newsletter via the following link - Newsletter.
• Get updates about services, rates, and surcharges, as well as stories about Hapag-Lloyd, our customers, and the industry, just by subscribing to our CustomerNEWS.

If you have forgotten your password for the Hapag-Lloyd Online Business Suite or would like to set a new one, you can enter your  email here and get a link to change your password.

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

You may receive your invoice maximum 48 business hours after departure from POL. You may consult our Quality Promises for more information.

You can easily download your invoice in the Hapag-Lloyd Navigator in the Documents tab.

You can check the service coverage in Interactive Schedule

• Please contact our customer service team who will reach out to the relevant departments to solve the issue.

The Customer Experience Survey (CES) is a short questionnaire conducted by Hapag-Lloyd to gather customer feedback on the services provided.

Your responses help us better understand your experience, identify areas for improvement, and continue enhancing the quality of our services.

We value your opinion highly and encourage you to complete this survey whenever you receive an invitation.

Please refer to the gate-in cut off timelines on the booking confirmation.

Please return your full export container to the terminal indicated on your booking confirmation.

Please note that demurrage charges can be estimated using our online Detention and Demurrage Calculator.

You can access the calculator via the following link

To request the creation of multiple Bills of Lading (BLs) for a single booking, kindly submit your request through Navigator using the BL Draft Approval feature.
Please follow the steps below:

Access Navigator

Select BL Draft Approval.

Choose the relevant Bill of Lading.

Click Edit Draft.

Update the required information and include your request in the comments section.

Submit your amendment request.

Please note that all requested changes are subject to review and approval by the Port of Loading (POL), Port of Discharge (POD), and Customs authorities, where applicable.

To obtain payment confirmation, please email your proof of payment to [email protected].

Once your proof of payment has been received and verified, your payment confirmation will be processed accordingly.

• The detention and demurrage tariff for each country is available in the link - Detention & Demurrage.

Container tare weight for each container under respective shipments can be viewed here on our website for containers linked to shipment.

• Please check the max cargo weight at: VGM Solution

• Office contact details are available in our website link - Contact Details.

Bank account details are available on the invoices which can be downloaded from Navigator at the following link.

Please refer to Rate of Exchange via our Online Business Suite.

The reason for your booking cancellation is stated in the cancellation notification sent to you. Please refer to this notification for the specific reason for the cancellation.

You can send your Invoice Dispute via our website. Please find more information - Finance / My Disputes. 

To request a change of vessel, routing, or a Change of Destination (COD) for your booking, please use our Booking Amendment tool.

Please follow the steps below:

Access the Booking Amendment portal:

Enter the corresponding Shipment Number.
Select the "Amendment" option.
Choose the appropriate reason for the change from the drop-down list.
Check your email address and update it if necessary.
Click "Submit" to submit your request.

Note: If you access the Booking Amendment tool via Navigator, the shipment number will be automatically populated in the corresponding field

The generated Invoices can be downloaded here.

1. Please make payment of all pending & outstanding invoices
2. For SWB/Telex proceed on the release request by sending required documentation to the country email ID.
3. For OBL approach the counter with the documents. 

All details regarding the location and contacts for our worldwide offices are available at Offices & Local Info

You can subscribe to our newsletter via the following link. Get updates about services, rates, and surcharges, as well as stories about Hapag-Lloyd, our customers, and the industry, just by subscribing to our CustomerNEWS.

Use the following link to the tracking subscription and never miss the status of your container.Whenever a change to the subscribed container status events occur in the Hapag-Lloyd system, you will receive an email with related information.

You can get information storage rates applicable to some countries here on our website.

For the terminal details for your shipments you can find them on Navigator shipments overview page.

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

Local charges that are not referenced directly in the rules can be found under our local charges/service fees here.

This will be dependent on what is stated on the Shipping Instruction. However, country restriction on freight payment terms supercedes instruction on SI (shipping instruction).

Our inland tariffs can be found here on our website.

In Navigator, you can find the following documents and information of your shipments:

• The last Booking Confirmation version,
• the Invoices related to your cargo,
• BL or SWB, and 
• Arrival Notices generated.

Also, you can find the details of your shipments, like routing details, transit time, Terminals & Depot involved, cut off dates and you can download a shipment list to handled on your own reference. All of these and more can be found on Navigator.

You can track via this link.

Our inland tariffs can be found here on our web site.

• 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 for particular shipment or container selected.

• Please refer to Online Business / Tariff / Local Surcharges.
• Please contact your local Hapag-Lloyd representative to receive more information.

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 here for more information.

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

• 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.
  
  

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

• In order to place your booking, please go to Book via our Online Business Suite.
• For more information, please refer to the User Guide

• Please refer to Service details.
• Please refer to Schedule via our Online Business Suite

• Please refer to Tariff / Detention / Demurrage.
• If you have User ID and password for our website, please refer to My Shipment or Import Overview section to check Detention/Demurrage for particular shipment or container selected.
  

• You can pick up the container before the vessel cut off.

• You can easily download your booking confirmation on the next link - Navigator - Related Documents - Booking Confirmation.

• The cut off deadlines are available in Navigator Cut Off dates and in your booking confirmation - Navigator.

• Please contact our customer service team if an equipment substitution can be accepted. The booking will be revised with a different container size.

• Please contact our customer service team who will reach out to the relevant departments to solve the issue.

• Please contact our customer service team if an equipment substitution can be accepted. The booking will be revised with a different container size.

• Please contact our customer service team who will reach out to the relevant departments to solve the issue.

You can extend your freetime via our Additional Freetime solution.

You can buy Additional Freetime in three ways:
A: Log in to the Hapag-Lloyd Online Business Suite and place your booking via our Booking tool. Additional Freetime will be available after you have completed your booking.
B: Enter your login credentials and log in to Hapag-Lloyd’s Additional Freetime solution - ADFT.
C: Enter your login credentials and log in to the Hapag-Lloyd Navigator. Additional Freetime will be available for your shipment in the section Additional Services.

Check our website for more information on Additional Freetime.

• In order to change destination (COD), please use the Booking Amendment tool.
• Click on the Booking Amendment. Enter the correct shipment number, select the“Amendment” radio button, and select the appropriate change request reason fromthe drop-down list. Check the email address and change if not correct, thenclick submit.
  Note: The shipment number will automatically be pre-entered into the shipment number field if you access the web form via Navigator.

• Our Booking solution offers a template as well as a booking copy function for your convenience.
• Please go to our Booking solution and find the relevant booking by using "COPY" booking, available at List of Booking

In our User Guide you will find the requested information in the section "Dangerous Goods Details" by clicking on the following link. Here you will also find all local information on the Dangerous Goods documents requested.

• In order to cancel your booking, please use the Booking Amendment tool.
• In order to change destination (COD), please use the Booking Amendment tool.
• Click on the Booking Amendment. Enter the correct shipment number, select the“Amendment” radio button, and select the appropriate change request reason fromthe drop-down list. Check the email address and change if not correct, thenclick submit.
  Note: The shipment number will automatically be pre-entered into the shipment number field if you access the web form via Navigator.

• In order to amend your booking, please use the Booking Amendment tool.
• For more information, please refer to the User Guide.

• In order to cancel your booking, please use the Booking Amendment tool. 
• For more information, please refer to the User Guide.

• Please check the inbox of the booking party.
• You can also easily download your booking confirmation on the next link - Related Documents - Booking Confirmation.
  

• You will receive your booking confirmation no later than 1 business hour after your booking request (for dry cargo).For Quick Quote Spot, this is an instant booking confirmation. 
• Please refer to our Quality Promises by clicking on the following link - Quality Promises.The Booking Confirmation is also available in the Navigator.

• Please send an email to your customer service team with photographs, Vehicle number, Driver name and contact number.

• A valid Booking Confirmation & Truck information details

The mandatory data for placing a booking are:

• Valid quotation/contract number
• Validity routing (POL and POD)
• Container quantity and type
• Empty container from the depot (date and hour)
• Cargo description and HS Code
• Cargo weight and unit of measurement

• Please check the available container types at Containers.

• To get information and guidelines for Hapag-Lloyd's inland business, check the following link - Inland Overview.
• Please contact your local Hapag-Lloyd representative to receive more information.

You will receive a Booking Cancellation via mail, explaining to you all details about your cancellation in the remarks field of the file. If booking was automatically rejected, the reason will appear in the first page of the file.

Refer to the positioning date mentioned on the first page of the booking confirmation.

• Empty container pick up location is available in each booking confirmation and the same can be dowloaded at Navigator.

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

At the moment to place your booking, please add in remarks section: "Food Grade container required"

Post submission of the booking, use the booking number to send an email to the country service email ID with the dangerous/hazardous goods documents.

Please send an email to the country service ID subject to approval in place.

• Please refer to our “Security Information”.
  

Using our Quick Quotes Spot solution you will have a loading guarantee at load ports and transshipment ports, and an equipment guarantee.

On placing a booking - booking confirmation will be shared subject to equipment availability.

Using our Quick Quotes Spot solution or Shipping Guarantee solution you will have a loading guarantee at load ports.

Yes, subject to space availability.

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

• Hapag-Lloyd offers various schedule features to meet your needs, e.g. finding schedule information that suits you best, downloading specific vessel schedules or send them directly to your inbox. Please find more info on our Schedule solution.

The vessel schedule with transit time is available via the following link - Track.

• With the vessel tracker, you can receive the current schedule for a selected vessel, including both mainline vessels and feeder vessels. Information includes all ports of call, arrival and departure dates, and the complete transit time. In addition, you can view more specific details concerning the vessel and the terminals.
• You can use the following link to select a mainline or feeder vessel to show  the current schedule - Track.

With the vessel tracker, you can receive the current schedule for a selected vessel, including both mainline vessels and feeder vessels. Information includes all ports of call, arrival and departure dates, and the complete transit time. In addition, you can view more specific details concerning the vessel and the terminals.

You can use the following link to select a mainline or feeder vessel toshow the current schedule.

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

Please use our vessel tracking tool directly in the Online Business Suite.

Please log into our online booking tool here, input your rate reference and then select routing/schedule. If the vessel is not open for space, you will see a closed indicator.

• You can send your shipping instruction via our Online Business Suite. Please find more information Shipping Instructions .
• To learn more about our new SI solution, please visit our Information Page.

1. The SWB can be downloaded at our Hapag-Lloyd Navigator.
2. Printing of OBL at Hapag LLoyd office with relevant set of documents and payment receipt.
3. For customers OBL print, Original BL is accessible via OBL print page if customer signed contract.

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

• The booking will be activated with this equipment type/size.

In Navigator, you can find the following documents and information of your shipments:

Download the last Booking Confirmation version, the Invoices related to your cargo, BL or SWB and Arrival Notices generated.
Also, you can find the details of your shipments, like routing details, transit time, Terminals & Depot involved, cut off dates and you can download a shipment list to handle on your own reference.

• You may consult in the link: Navigator. Select your booking / BL / Download BL Draft. BLDA
• You can also check under BL Draft Amendment tool.

• We are convinced that delivering a high quality service is the way forward. To be number one for quality is the ultimate promise to our customers and a strong differentiator from our competitors. For that we have defined several Quality Promises that are formulated in concrete terms, make our success measurable and create transparency.

• You may submit your Shipping Instructions amendment on the Navigator where you want to change and update comments. Select your BL / Edit draft / Select where you want to change and update comments.
• You can also submit your SI amendment on BL Draft Approval.

You may submit your SI on this link - Shipping Instruction / Select your booking / Download New Form (Download to your desktop and work on it there) / Once you finish it: Submit Form.

Note: The form can only be filled with the Adobe PDF reader Version 8 and above.

Documentation fees cover the costs associated with services related to the documentation of your shipment.

You can view the applicable documentation fees and other local service charges for your country by visiting the following page

To modify the cargo details of your booking, please submit your request via our online Booking Amendment portal using the link 

Once submitted, your request will be reviewed and processed by the relevant team.

You may submit your SI amend on this link - BL Draft Aproval /Select your BL / Edit draft / Select where you want to change and update comments. After amendment, submit the form for changes to be made.

• Please request amendment via Booking Amendment tool, and our customer service team will fulfill your request.

Yes, Hapag-Lloyd offers solutions to reduce and avoid greenhouse gas emissions associated with your shipments through its Ship Green program.

To learn more about our sustainable shipping solutions and discover how to reduce the environmental impact of your cargo, please visit the following page

To complete and submit your shipping instructions using the eaSI PDF file, please open the document with Adobe Acrobat Reader. This ensures that all interactive fields and submission features function correctly.

If Adobe Acrobat Reader is not installed on your computer, you can download it for free from the official Adobe website.

• You may submit your BL amendment BLDA via our Online Business.
• For more information, please refer to the User Guide.

You may find your SWB on this link.

Note: You have to request approval from Hapag-Lloyd in order to find your SWB online.

Final BL will be available within 1 business day after vessel departure. 

You may counsult your VGM deadline on this link - Cut Off Dates or refer to the booking confirmation.

The cut off deadlines are available in Navigator - Cut Off Dates and in your booking confirmation. 

You can view country-specific documentation requirements, operational guidelines, and applicable restrictions by visiting our Country Guides page via the link

Please select the relevant country to view the latest documentation requirements, import and export regulations, and corresponding operational information.

• You can send your Shipping Instructions via our website. Please use this link Documentation / Shipping Instruction

You may consult your Shipping Instruction deadline on the next link -  SI Cut-Offs.

Original BL is accessible via OBL print page (if you have signed the contract to have this service).

Please send a request to the country service email ID.

Amendment Fee (MAF) will be charged as USD 100 or equivalent, effective 01st May 2023. The scenario for applicability of the charge is as follows:

1. 1st correction (as long as received prior sailing) would be Free for the customer.
2. 2nd correction (pre/post sailing) will be chargeable to customer – MAF charge 100 USD per BL.
3. Even if 1st correction received post sailing – MAF charge 100 USD per BL.

• You may submit your VGM details via our Online Business Suite.
• Please contact your local Hapag-Lloyd representative to receive more information.

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).

• Please refer to Rate of Exchange via our Online Business.
• If you have User ID/PW for our website, Please refer to “My Shipment / ROE” for ROE application date accordingly.

• 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.

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

• 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.
  

Please refer to local specific customs documentation in your country of shipment (import or export).

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

• With the new Customs Clearance online solution, you can clear your customs quickly, easily, and directly with Hapag-Lloyd on the following link: Customs Clearance

• Please contact our customer service team who will reach out to the relevant departments to solve the issue.

• Arrival notices are available in Navigator in the Documents tab and same can be dowloaded in the following link - Navigator.

• Please request amendment via Booking Amendment tool, and our customer service team will fulfill your request.

Container pickup information for full containers is available on the customer release order.

Please check the relevant customs website or offices.

• Please refer to the Webform in the Hapag-Lloyd website.

Your import invoice will be issued 3 to 5 days before your vessel's estimated time of arrival (ETA).

1. Please make payment of all pending & outstanding invoices.
2. For SWB/Telex proceed on the release request by sending required documentation to the country email ID.
3. For OBL approach the counter with the documents. 

Please return the empty container within your agreed freetime or refer to the customer release order.

• Our inland tariffs can be found here on our web site - Inland Tariff.

• Our inland tariffs can be found here on our web site - Inland Tariff.

• Our inland tariffs can be found here on our web site - Inland Tariff.
• Please contact your local Hapag-Lloyd representative to receive more information.