Missing Trailer or Exceptions: What to Do

Missing Trailer or Exceptions: What to Do

If you’re unable to locate a trailer, container, or suspect an exception with your DFDS Freight booking, prompt action is essential. This guide explains what information you’ll need, how to use our Help Center to report the issue, and when to escalate to customer service. Note: Final handling is subject to operational checks and authority requirements.

What You’ll Need

• Booking ID (e.g., ABC123)
• Container/Trailer/Unit ID (e.g., DFSU1234567)
• Last known location and timestamp
• Contact name and email/phone
• Supporting attachments (photos, documents) if available

How to Report an Exception

1. Go to the Help Center and select “Exceptions/Investigation.”
2. Complete all required fields: Booking ID, Container/Trailer ID, last known details, and contact info.
3. Attach any relevant documents or photos.
4. Submit your request. Mark as urgent if high-value or time-sensitive.

After Submission

• You’ll receive a confirmation and investigation number.
• Our Customer Service team will update you as progress is made.
• Urgent issues: After submission, follow up by phone for fastest response.

When to Contact Support Directly

• High-value or time-critical cargo cases
• No updates within expected timeframe
• Escalations requested by authorities or insurer

Conclusion: Next Steps and Disclaimers

Timely, complete information helps DFDS investigate exceptions quickly. Always use Help Center forms first for traceability. For urgent or high-value cases, call CS after submission. This article is for guidance only; final decisions rest with DFDS operations and relevant authorities. If in doubt, escalate; we’re here to help.