Antwerp - Introducing "Contact Center" and updated email address

In the last couple of months we all had to endure the consequences of covid19.
This has put some pressure on the supply chains, for one company more than the other. Also with Hapag-Lloyd Antwerp this has given challenges, one of these challenges was our reachability. Going from one office to many home offices meant that you also had difficulties to reach our staff via the usual phone number(s).
Thank you for your patience, but moreover a big Sorry from our Hapag-Lloyd team for our reachability, in the next couple of days, we will do our utmost to re-earn your trust and strive for improvement!

In order to further improve our service level in line with our Quality Promises, we have therefore introduced our Contact Center for all incoming calls.

As from Monday 18th of May you have been able to reach Hapag-Lloyd (Antwerp office) via 1 phone number for all your questions which can not be handled via our digital channels:
+32 2 6200 905

When dialing the number you will hear a short selection menu to select the correct department.
After this selection you can also enter (when available) your 8-digit shipment number enabling the system to connect you to the correct dedicated team immediately, if not available, simply press # to get connected.
In both cases you will be transferred to the first available operator.

Using this one phone number for all, will bring more transparency, for both you as a valued customer, and for us to deliver on our Quality Promises, therefore we would like to ask you to use this designated phone number,

Our Customer Service teams (booking, documentation, import) are also available via the current e-mail address [email protected]

Which as from Monday August 10th will become:

[email protected]

We kindly remind you that a big part of your business can be done via our online channels:

Quick Quotes (Instant Quotations 24/7)
Placing Bookings
Sending Shipping Instructions
Cargo Insurance
Purchase Additional Freetime
Manage and follow all your shipments (Hapag-Lloyd Navigator)



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