Maersk Update - My.Maerskline.com almost fully functional
LATEST NEWS: - Updates July 8 2017 at 15:00 CET
We hope you are enjoying the weekend. On our end, we have continued the efforts and had a good last 24 hours. Therefore, once again here's a quick update on what is now enabled in our pursuit to serve you best.
Our work on restoring My.Maerskline.com continues. We are happy to share that recent schedules changes have now been updated and tracking of your cargo can now be done for any load and discharges since July 6th. We have furthermore enabled the ability to do booking amendments and managed delivery order. This means that My.Maerskline.com is now fully functional only barring the site sending ETA change notifications and quotes out. This can today only be done by our teams.
We are extremely grateful for the many requests for new business we have received the last days and we have now restored our ability to disseminate rates. We will dedicate several resources over the weekend to get relevant rates to you.
We have also put a lot of efforts into responding to the many emails you have sent our customer service teams while we were offline. Since we got access to the system yesterday, we have so far been able to come back to 70% of your requests -the remaining will be responded to asap! We are very grateful for the patience you have shown us, and look forward to being back to our normal responsiveness and customer service.
As shared yesterday, we had a breakthrough on enabling our main Customer Service phone lines, and since then we have brought all markets but India, Pakistan, Ghana, Brazil, Cameroon, Dakar, Ivory Coast, United Arab Emirates, Saudi Arabia, Jordan, Sri Lanka and Bangladesh onto the system. For your convenience, we have made the main line numbers available on www.maersk.com/operationalupdate.
With what we have experienced, we need to celebrate achievements of even small milestones, but are fully aware that we are by no means done. We keep focused on the recovery and know that there is still a lot to connect and update you on after the systems are up. Our teams remain here for you and look forward to again enabling your business to grow.
Thank you once again for your persistent patience, trust and understanding. We are grateful to have customers like you.
The Maersk teams
Maersk Update - Track and trace available
LATEST NEWS: - Updates July 7 2017 at 12:00 CET
As you have observed from our communications over the last days, our road to recovery is not linear. Fortunately, today we are able to share progress on some of the elements that we know are essential to you.
We are very keen to provide you with the comfort of knowing where your containers are in their journey; therefore, we have been able to restore track and trace on My.MaerskLine.com. We have worked diligently on uploading the manual data, which we captured during our offline period. At current time you can find updates including load and discharges up to July 2 on My.MaerskLine.com. We continue to work on this, as well as update recent schedule changes. We hope you will find this level of transparency a positive step forward for your business.
Additionally, we have brought back the functionality of doing booking amendments on My.MaerskLine.com. This follows our previously announced capabilities to book new shipments, request Delivery Order, print Bills of Lading, and access MyFinance (for invoices before Tuesday, June 27).
In our pursuit of bringing our offering for Import customers up to the right level, we have started sending out Arrival Notifications. We are working through the backlog, and have so far been able to send 70 percent of Arrival Notifications. We keep working day and night at this.
Our Customer Service main lines are also finally enabled, which means you should be able to reach us in an easier way. We are bringing the main lines of local offices back online by the hour, and expect to be fully up and running by close of business today. Once the main line number for your local office is online, we will share it on www.maersk.com/operationalupdate. We sincerely thank you for being flexible and getting in touch with us through different channels – for example mobile phones. We hope you can soon return to your normal rhythm.
It has been an intense week. We have gained so many learnings and thank you for the clear and good feedback you have provided in the process. We value this a lot. Thank you once again for your persistent patience, trust and understanding. We can assure you that we are doing everything we can to be able to serve your business effectively and safely.
The Maersk teams
Maersk Line update – more functionalities available
LATEST NEWS – Updated July 6 2017 at 21:00 CET
We hope your day is going well. Again today we would like to share with you the progress we are making toward full recovery. It is proving to be a long journey with continuous progress but unfortunately also certain areas in which we know we need to catch up now.
Our business-critical systems and e-channels are up and running. This allows all new business to continue almost as normal. However, as we are still catching up on the backlogs, you will experience slower than normal response. Where we are pleased with the progress we have made to be able to serve customers well on Exports, we are very aware that the import experience has not yet been fully brought up to the level it should be. We acknowledge that not being able to have full visibility of the cargo in our custody causes concerns on your side. We are fully aware of the importance of this and we do not take the questions that rise on the back of this lightly.
Where many key features (Book, request Delivery Order, print B/L etc.) are available on My.Maerskline.com
, we have not yet turned on track and trace due to significant backlog on shipment status update. This is due to the fact that, during the period of disruption, our vessel operations and cargo movement were largely unaffected, but we were not able to load the locations of shipment into the systems. Therefore it could cause confusion to you to turn on track and trace at this stage before the data we registered manually is fully back in the system. We are working hard to complete the update and open the feature to give you full visibility. In the meantime, if you have any questions regarding status of shipment, please contact our local customer service.
We have a tight and ambitious plan that would lead us to be fully up to as close to normal business on serving Imports by early next week.
As previously shared, we do have phone connection in all markets. However, our main customer service lines are still not consistently up across the world yet. In locations where this is the case, you should have been provided with alternative phone contacts on top of emails.
We have also unfortunately not yet fully stabilized processes for dissemination of prices to customers shipping on short term rates. We are working diligently on addressing this. We will honor all rates communicated and make sure that all changes will be reflected, even retroactively. Also here we hope to be functioning fully early next week.
We continue to update content on www.maersk.com/operationalupdate
. We aim to guide you best on status and implications on local markets until we are fully back to normal everywhere.
Once again, and importantly for many, we can share and confirm that we as part of the recovery process are applying the updates available for the affected it systems in accordance with the IT vendors recommendations prior to the re-enablement of any systems. The recovery process will allow you, our partners to use and communicate with the Maersk systems again without any risk of being affected by the virus.
Finally – and we can not repeat this enough times – thank you once again for your continued patience, trust and understanding. We can assure you that we are doing everything we can to be able to serve your business effectively and safely.
The Maersk teams