International Customer Services

In support of the Palletways vision to be the express pallet network of choice for customers and the mission of achieving business growth by providing service excellence, the role of international Customer Service is to provide a single point of contact to customers/members for their transport related enquiries and to provide solutions in a timely and proactive manner. The team is comprised of 14 Customer Service agents organised into a front-office and back-office function and one ICS manager.

Customer service staff

Our international customer services team are specialists in dealing with all enquiries relating to international pallet deliveries and collections.

Our team deal with many types of enquiry such as:

  • Delivery and collection issues
  • Delivery / collection monitoring / tracking
  • Courier / Express shipments
  • Escalations
  • Discrepancies / ADRs
  • Claims /Commercial gestures/ Invoicing
  • Lost / Damaged Pallets
  • Pre-Alert
  • Customs clearance
  • Pallet audits
  • Incorrect information correction
  • Information translation
  • Reporting

Our team have full knowledge of the entire international network so they can provide the best advice on local and international rules, and advice on the best way to send your pallet in our network.

We deal with enquiries in a number of languages which include:

  • English
  • Polish
  • French
  • Dutch
  • German
  • Italian
  • Spanish
  • Portuguese 

If you need to speak to a customer service agent regarding your shipment, please contact your local representative either via the Depot that you booked with, or contact or telephone 0845 153 0000.

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