At Hapag-Lloyd, delivering quality isn't just a goal – it’s a promise. As part of our Strategy 2030, we have redefined what Quality means in container shipping by introducing a new and improved set of Quality Promises. Built around Operational Quality and Service Quality, these promises reflect our continued commitment to making your experience smoother, faster, and more reliable. With two newly introduced promises and seven enhanced ones from Strategy 2023, we are raising expectations – and turning them into measurable results. Hapag-Lloyd is taking real action to raise the standard. Find out how we are making our Quality Promises count – on every shipment, every time.
Reliability
At Hapag-Lloyd, reliability means you can depend on us – every time, without exception. Through our Strategy 2030 Quality Promises, we ensure consistent and dependable service, providing reliable arrival information to support efficient long-term planning. Our commitment strengthens supply chain integrity, reduces inventory and costs, and helps you meet your delivery commitments.
Efficiency
Efficiency is at the core of our operations. By streamlining processes, enhancing our digital journey, and optimizing our services, Hapag-Lloyd ensures faster response times, reduced delays, and smoother experiences – helping you get more done with less effort.
Transparency
Transparency is the foundation of trust. With Hapag-Lloyd’s Strategy 2030 Quality Promises, we offer clear, real-time updates through our enhanced Customer Dashboard, ensuring you are always informed about our performance on the promises we have made to you.
Strategy 2030 & Quality Promises
Our nine Quality Promises are transparent, measurable commitments to bring a step change in Operational and evolved Service Quality. Deeply rooted in Strategy 2030, they aim to make us the “Undisputed Number One for Quality” in the shipping industry.
In Strategy 2030, the Quality Promises from Strategy 2023 have been significantly expanded and made more ambitious. Seven existing promises were refined with higher performance targets, and two entirely new promises were added – deepening our commitment to quality across both operations and service. While Strategy 2023 laid the groundwork, Strategy 2030 raises the bar to bring even more reliability, efficiency, and transparency.
In Strategy 2030, the Quality Promises from Strategy 2023 have been significantly expanded and made more ambitious. Seven existing promises were refined with higher performance targets, and two entirely new promises were added – deepening our commitment to quality across both operations and service. While Strategy 2023 laid the groundwork, Strategy 2030 raises the bar to bring even more reliability, efficiency, and transparency.
Schedule Reliability & Delivery
Schedule reliability refers to the percentage of vessel arrivals on time (+/- 1 calendar day) during a given time period. It excludes blank sailings and port omissions. For our quality promise we use market data from Sea-Intelligence to ensure comparability with other carriers.
To underline our commitment to operational quality, with schedule reliability being the most widely used measurement in the market. This allows our customers to compare Hapag-Lloyd's performance to other carriers.
Market data usually has its limitations in how data is being sourced (e.g. from carrier websites, at different times, different scope) while internal data sources usually provide higher granularity and broader scope. Additionally, while most reports focus on vessel arrivals, CSA provides a different perspective considering the reliability of specific port pairs.
Customer Service & Case Handling
You can email your local country Customer Service or call us. A case is resolved when all matters are addressed.
We have implemented a Case Management System for faster, more efficient routing and resolution, with full status visibility.
Dashboard & Transparency
An online performance dashboard providing transparent, real-time insights into our performance on each Quality Promise.
It shows our performance against targets across all nine quality promises at a global level. Customers can also view their individual performance by logging into “Your Performance”.
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