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NAUTICUS LLC
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NAUTICUS LLC
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Within the last decade shippers, consignee's of cargo, logistics providers,
underwriters, government agencies
and even the cargo carriers own surveyors have found it increasingly difficult
to communicate with these
carriers. This is not a new phenomena, the same communication problems occurred
and sometimes still exist in
High Tech, Electronics, Banking, Insurance and other industries. Often these
communication problems are a
result of mergers, reorganizations, changes in business locations, layoffs,
etc. Of course like government
agencies, the larger the company is, the more problematic the communication
appears to be.
To add to the confusion many of these companies have installed elaborate telephone
answering systems to
which the caller has to listen, for often an extensive time, without being able
to accomplish anything other than
have to listen to music that he/she may not even enjoy and which also interrupt
him/her to concentrate on work
being carried out while being placed "on hold". Needless to say, the
frustration of the caller is rising. To
further frustrate the caller, the alphabetical "dial list" was invented,
which is of no use to any caller (probably
most of them) that do not know any person by name and of course very puzzling
for most of the overseas
callers who do not have an alphabetized telephone key pad.
It is also very apparent that, while many of these companies may conduct business
overseas they seem not
know that most countries have only numbers on their telephone dial pads and
no letters. In our opinion not an
intelligent move of any company that want to conduct their business internationally.
As surveyors we have experienced that in instances the ocean carrier had contacted
consignees advising that
their container and/or cargo was damaged and could not moved. The consignee
or his representative was
invited by the ocean carrier to examine the cargo in order to determine further
action. For practical reasons the
consignees and/or his cargo underwriter will appoint a local surveyor to examine
the cargo on his/their behalf.
Our experience has been in many instances that the same ocean carrier who had
advised consignees of the
problem, now denied access to the cargo by their representative (in this case
a surveyor).
Needless to say that it will take consignees, their representatives and/or
their surveyors a considerable time and
effort and much delay to be able to view the cargo and to take appropriate action
to safely facilitate delivery.
Also due to delay caused by the unwillingness of immediate cooperation by the
ocean carrier, cargo damages
are occasionally aggravated due to such a delay.
Similar communication problems as described above are experienced with air,
truck and rail carriers as well as
warehouses and logistic providers.
It has become apparent that also communication within the offices of the cargo
carriers, warehouses, etc., are
insufficient as it appears that the traffic department does not advise their
terminal or warehouse managers with
any details of their communications with consignees/cargo owners or provide
the consignees/cargo owners with
such .information as contact names and phone numbers. Also consignees and/or
their representatives should
understand that the carriers terminals will need such information as name of
vessel plus bill of lading number,
container number or freight bill number, whereas warehouses may need lot numbers
or any other reference
numbers they may use to identify and/or locate cargo.
It is obvious that terminals and warehouses will not be able to assist consignees,
cargo owners or their
representatives, unless they also are provided with the information they need
to identify the matter.
It has been our experience that in these situations the various involved departments
within the offices of cargo
carriers, warehouses and logistic providers had not been communicating with
each other in the matter, which
appeared to us to be mainly due to lack of understanding. knowledge and/or experience
of personnel involved.
Unfortunately we have seen in several of these situations that shippers or
consignees became so frustrated that
they actual terminated their business relationship with the involved cargo carrier,
warehouse or logistic
provider.
Due to mergers, reorganizations, changes in business locations, layoffs, etc.
much knowledge, skill and
experience as well as the positive attitude to provide a service, appeared to
have been lost. Unfortunately it is
now costing many shippers and consignees not only much time and aggravation
it also frequently adversely
affect the business relationship they have with their customers.
Capt. Bernard W. Wonngoor
NAUTICUS
Cargo Surveyors. Marine Consultants
Cargo Damage/Loss Control Services
ISO 9000/ISM Auditors
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