- Step change in Operational Quality to boost reliability and predictability.
- Service Quality continues to evolve for a more seamless experience.
- New commitments underline the goal of becoming “Undisputed Number One for Quality.”
Hapag-Lloyd has introduced updated Quality Promises as part of its Strategy 2030, to improve operational and service quality.
Hapag-Lloyd unveils enhanced Quality Promises
The initiative aims to reduce delays, increase reliability, and enhance transparency and efficiency in its shipping services. Efforts include optimising internal processes and expanding digital tools.
In recent years, the company reports that 90 per cent of customer bookings are now answered within one business hour (up from 60 per cent in 2019), 93 per cent of calls are answered within 12 seconds, and 88 per cent of customer queries are resolved within eight business hours.
Rolf Habben Jansen, CEO of Hapag-Lloyd, said: “It’s not only about setting goals – it’s about setting clear standards for our industry and delivering consistent high quality every day. With our unique set of Quality Promises we will be able to minimise delays, elevate reliability, and provide our customers with the predictability they rightly expect from us.”
In April, Hapag-Lloyd’s Q1 2025 EBITDA rose 17 per cent YoY to €1.0 billion ($1.1 billion), while EBIT increased 24 per cent to €0.47 billion ($0.5 billion).
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Source: Hapag-Lloyd
