contents
TNT Express Services Delivering global solutions for your business On hand local to you Giving you more worldwide choice Delivering for you nationwide Delivering for you across europe Inspiring confidence around the world Delivering special solutions for your business Making sending e-asy Making your deliveries secure Helping you keep track Giving you more support Making a difference Our promises to you Our Customer Promise Special Services National Time-critical Services International Time-critical Services Freight Services Special Handling Services Field Service Express 36 38 40 42 44 4 7 8 11 12 14 16 18 20 22 25 26 28 32
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
global
Delivering solutions for your business Round the corner, round the world. Wherever you do business, we’re here for you. You need a parcel across town? No problem. A package across the world? Just tell us your budget and deadline. Documents… parcels … pallets… what we’re really delivering, are your promises. We never forget that.
Our people
Can-do is the TNT way. With over 160,000 helpful and knowledgeable people worldwide, our promise is that we’ll make things happen and get the job done for you.
Our network
Our integrated road and air network covers over 200 countries. Wherever business takes you, you’ll find we’re in position and ready to go to work on your behalf.
Every week we deliver over 4.5 million parcels, be they large, small, time-critical or something a bit special. Whatever you need to send, with over 26,000 vehicles and 48 planes worldwide, we have the resources to deliver. 4
Our resources
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
5
local
On hand to you If we’re not right on your doorstep, we’re never far from it. We’re close at hand and we know our way around your locality. Fast response is matched by the resources needed to guarantee reliability.
We promise our drivers will do you proud
Our people
Our biggest asset – over 11,000 people across the UK and Ireland, committed to keeping our promises and earning your trust.
Our network
Our unmatched UK network spanning over 70 UK locations, including five air gateways and six road hubs brings the world closer. It’s a highly secure closed network for added peace of mind.
Our resources
3,500 vehicles mean we not only respond quickly to your collection request, but also have the right vehicle for the job.
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
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choice
Time-critical Services 9:00 Express
£ PRICE
Giving you more worldwide
10:00 Express
12:00 Express
12.00 Economy Express
Express
Economy Express
SPEED
Time-critical Services A range of international time-critical solutions that offer the fastest possible route for deliveries overseas – available 24/7/365. 9:00 Express Guaranteed next morning delivery before 9am to major cities in over 40 countries. 10:00 Express Guaranteed next morning delivery before 10am to major cities in over 60 countries. 12:00 Express Guaranteed next morning delivery to major cities in over 60 countries.
Express Guaranteed next day delivery to most of Europe, and fastest possible services to the rest of the world. 12:00 Economy Express Day-definite delivery before noon for less urgent shipments, offering economical delivery to EU countries (2-4 days depending on destination) and the rest of Europe (2-6 days). Economy Express Day-definite scheduled delivery to Europe and the rest of the world. Freight Services A wide range of worldwide freight solutions that enable you to move large shipments from anywhere in the world to anywhere in the world by road, air or sea.
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Freight Services
Whoever said you don’t want too much choice got it wrong in our opinion.
When you’re sending overseas – or indeed arranging to import goods into the UK – you need clear choices that allow you to match your budget and deadline. Whether it’s an urgent parcel required today, importing freight into the UK from China, or delivering parts to Eastern Europe, we offer the flexibility that delivers the best solution for your needs. Not only is this cost efficient, but it also helps you in your communication with your overseas customer base and contacts. Consistency is equally as important as choice and clarity. Worldwide, we offer the same core delivery services and time options. It’s predictable and it does wonders for your peace-of-mind.
We promise you flexibility
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
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Time-critical Services are available throughout the UK
ALL EXPRESS SERVICES 12:00 EXPRESS EXPRESS
Aberdeen (city only)
Belfast (city only)
ISLES OF SCILLY
Guernsey Jersey
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nationwide
Delivering for you
With our comprehensive coverage, there’s nowhere we don’t go within the UK.
Meaning we can meet your promises wherever you make them. Likewise, nothing is too much trouble. Your named account manager is there to get to know you and the way you like things to happen – and then to make sure it does. How best to sum up our approach? Must-get-through determination, combined with look-after-you dedication.
We promise to look after you
Express services Time-critical Services Immediate collection and delivery the same day – available 24/7/365. 9:00 Express Guaranteed next morning delivery before 9am of the next working day. 10:00 Express Guaranteed next morning delivery before 10am of the next working day. 12:00 Express Guaranteed delivery for the morning of the next working day. Express Guaranteed delivery before close of business on the next or earliest possible working day.
Additional services Supamail A subscription fixed-rate delivery for any lightweight items sent to any UK mainland destination. Saturday Service When it can’t wait until Monday – all of the timed options are available for Saturday delivery. Packages may also be collected on Saturday for delivery the following Monday with a full range of timed options. Third Party Delivery When you need to co-ordinate collection and delivery between two or more locations, just leave it to us. Offshore Services Door-to-door services to Northern Ireland, the Channel Islands, the Scottish Offshore Islands and the Isle of Man.
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
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europe
Delivering for you across We’ll let the statistics tell the story. By road 4,500 scheduled trips between our 24 European road hubs every week By air 450 scheduled flights between our 56 European air hubs every week What that means, is we’re going your way. Whether it’s time-definite or day-definite, just call us. We’ll collect your shipment and make sure it’s on the first truck or plane out – depending on the service you choose.
EXPRESS (DAYS)
ECONOMY EXPRESS (DAYS)
NEAR EU
1
2
FAR EU
1-2
2-5
REST OF EUROPE
1-5
2-9
12
LIÈGE AIR HUB ARNHEM ROAD HUB
G R E E N L A N D
Y
A
W
R
ICELAND
D
E
N
FINLAND
O
S
W
N
E
ESTONIA
RUSSIA
LATVIA
UNITED KINGDOM
DENMARK
Copenhagen
LITHUANIA
RUSSIA
REPUBLIC OF IRELAND
Warsaw
NETHERLANDS
BELARUS
GERMANY
BELGIUM BELGIUM
POLAND
CZECH REPUBLIC SLOVAKIA
Luxembourg
UKRAINE
HUNGARY
Paris
Munich
AUSTRIA
SWITZERLAND
SLOVENIA
FRANCE
ROMANIA
CROATIA
I
T
A
BOSNIABOSNIAHERZEHERZEGOVINA GOVINA
SERBIA
BULGARIA
MACEDONIA
ANDORRA
CORSICA
MONTENEGRO
L
Y
PORTUGAL
Madrid
SARDINIA
ALBANIA
S PA I N
SICILY
GREECE
T U R K E Y
MALTA
CRETE
CYPRUS
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
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Inspiring confidence around the
world
G R E E N L A N D
A
W
R
ICELAND
O
C
A
N
A
D
A
UNITED KINGDOM
DENMARK
Copenhagen
REPUBLIC OF IRELAND
NETH.
S
W
N
E
GERMANY
BELG. Luxembourg
CZECH REP.
D
AUSTRIA
SLOV. CRO.
POLAN
FRANCE
Munich Zü
SWITZ.
I
T
A
L
BOSNIAHERZEGOVINA
ANDORRA
U
N
I
T
E
D
S
T
A
T
E
S
New York Washington D.C.
PORTUGAL
S PA I N
E
Y
SICILY
SLOV
HUNG
MON NEG
Dallas
Casablanca
Bermuda
MOROCCO
ALGERIA
IS IA TUN
Los Angeles
LIBY
CUBA
C
M A U R I TA N I A
O
M A L I
TOGO
EXPRESS (DAYS)
ECONOMY EXPRESS (DAYS)
VENEZUELA
N I G E R
SENEGAL
B U R K I NA
GUINEA-BISSAU Bissau
CH
I
GUINEA
FA S O
GHANA
Abuja Ogbomosho Oshogbo Ibadan
NIGERIA
Lagos
LIBERIA
AFRI
SOUTH EAST ASIA
2-8
4-9
ECUADOR
CAMEROON
EQUATORIAL GUINEA
COLOMBIA
GABON
REST OF WORLD
1-7
2-9
PERU
B
R
A
Z
I
L
BOLIVIA
Brazil • Market-leading express carrier in Brazil
Rio de Janeiro
C
• Over 150 flights a week accounting for more than 6,000 weekly international shipments
L
N
A
Chile • 220 employees at 6 locations
PARAGUAY
U R U G U AY
Buenos Aires
• First express service company to offer both national and international deliveries with over 2,000 vehicles operating from over 100 locations
E
Cape Town
I
H
C
14
A
R
G
E
N
T
I
O
N G O
SAO TOMÉ & PRINCIPE
ANGO
NAMIBI
N
AL
M
E
X
I
Wherever business takes you, you can rely on us to connect you with your contacts and customers. Think of our people on the ground all over the world as your people. We have been investing in our presence in emerging markets reflecting the increasing trade between the UK and these fast-growing economies.
Y
N
FINLAND
R
ESTONIA
U
S
S
I
A
LATVIA LITHUANIA
RUSSIA
ND
Warsaw
BELARUS
UKRAINE
Budapest
VAKIA
K A Z A K H S T A N M O N G O L I A
GARY
ROMANIA
SERBIA
BULGARIA
NTEGRO
MAC.
UZ
BE
KI
LBANIA
ST AN
N. KOREA
GREECE
T U R K E Y
TURKMENISTAN
China • Acquisition of the leading express delivery carrier which provides a comprehensive network of 1,500 depots
JAPAN
Seoul
S. KOREA
CYPRUS
C
I R A Q
H
I
N
A
Shanghai
Tokyo
I R A N
• 56 road hubs covering 600 cities in 30 provinces
Cairo
PAKISTAN
Delhi
N E PA L
BHUTAN
YA
EGYPT
SAUDI
BANGLADESH
UNITED ARAB EMIRATES
TA I WA N
I N D I A
V
(BURMA)
N
Hong Kong
L
(Bombay)
YEMEN
Mumbai
A
THAILAND
HAD
S U D A N
CAMBODIA
Asian Road Network • Across 6 countries and over 120 cities
PHILIPPINES
M
A
I
O
E
O
T
N
S
A
M
CENTRAL
ICAN REPUBLIC
A
L
E T H I O P I A
M
SRI LANKA
• Covers 5,000 km network from singapore to south western China
M A L A Y S I A
S
UGANDA
O
Mogadishu
I
A
MALDIVES
Kuala Lumpur
K E N YA
Nairobi Mombasa
DEMOCRATIC REPUBLIC OF CONGO
RWANDA BURUNDI
TA N Z A N I A
Tabora
India • Extensive network of over 600 depots • 2,000 employees across all key commercial centres
PA P U A NEW GUINEA
SOLOMON ISLANDS
OLA ZAMBIA
U
E
B
IQ
M OZ A
IA
MADAGASCAR
BOTSWANA
A
SOUTH AFRICA
Perth
U
S
T
R
A
L
I
A
Brisbane
Sydney
Adelaide
Melbourne
NEW
TASMANIA
ZEALAND
Aoraki
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
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TO
NG
ZIMBABWE
M
A
I M ALAW
VA N U AT U
This is where our can-do spirit really comes into its own. It’s your hour of need and your shipment doesn’t come under the heading of ‘normal’.
It could be ultra-urgent, high-value, heavy, awkward, hazardous, precious, sensitive or out-of-the-ordinary in some other way. What’s required is flexibility. Plus the experience of problem-solvers who have been there, done that and are ready for the next challenge. Who are you going to call? Our Special Services team, of course.
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special
Delivering solutions for your business
Time-critical Services When time is not on your side, immediate collection and delivery is one of our specialities. A range of national and international time-critical solutions that offer the fastest possible route for deliveries within the UK and overseas – available 24/7/365. • National on-demand delivery (online booking now available) • International on-demand delivery • Scheduled same day service • Dedicated vehicles Freight Services We offer extensive import and export expertise in over 200 countries worldwide and give you the flexibility of a range of worldwide freight services to meet your needs. Ideal for less time-sensitive imports and exports to and from Europe, our Road Freight Groupage service is a convenient and reliable way of keeping your delivery costs down. • Airfreight • Roadfreight • Seafreight Special Handling Services Industry-specific and specialist transport solutions for shipments that require special handling by trained, experienced staff. • Special Handling Projects • Fulfilment Services • Field Service Express
If you need a special solution call now on 08451 24 7 365 or for urgent UK deliveries book online at www.tnt.co.uk
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e-asy
Making sending Making your working life that little bit easier is what makes us happy. Whether it’s preparing the paperwork or booking a collection, if it can be simplified or accelerated we give you the tools to do so.
myTNT Ideal for low-volume shippers, myTNT is a secure area of our website at www.tnt.co.uk which enables you to check transit times and prices, book collections, create shipping documentation and check the status of shipments in real time. ExpressShipper ExpressShipper is a free, PC-based application, suitable for regular senders that gives multi-user access to shipping information. It allows you to print consignment notes for easier, faster despatch and provide shipping information direct to your desktop for total convenience. ExpressManager If you’re a high frequency sender, ExpressManager provides all the efficiency and control your business demands. Whether used by a single user or networked across a whole shipping operation, ExpressManager provides the flexibility to generate individual shipments, multiple despatch runs or can be integrated into your warehouse management and order processing systems. Import Services Import Services is an online system that enables you and your customers to arrange a collection from around 170 countries and helps you better control shipping costs with quotations and billing information supplied in your own language and in your local currency.
e-invoicing e-invoicing allows you to securely check, file and record your invoices online, increasing efficiency by saving you time, reducing inputting errors and cutting paperwork, at the same time as reducing your environmental impact.
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secure
Making your deliveries From collection to delivery, your parcel or pallet never leaves our hands. It’s with TNT from start to finish, scanned at six stages en route for optimum safety and security. That’s why our closed network is the trusted choice for so many customers, delivering not just their high-value or sensitive items, but peace of mind too.
Real-time information You can get up-to-the-minute status information online whenever you need it. Scanning equals security Barcode scanning allows us to monitor your package’s progress, verifying details throughout the delivery process. Worldwide connections Our entire depot network is computer linked for total visibility and transparency of your shipment – you can track its progress through your system.
DELIVERY
Scanned at collection
COLLECTION
Scanned at delivery
20 20
Scanned at local collection depot
Automated pre-advice within TNT to plan resources efficiently
Scanned at local delivery depot
Scanned into and out of UK/International hub
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
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track
Helping you keep
Track your shipment real-time
Information and communication go hand in hand. That’s why we’ve developed a tracking solution that seamlessly integrates with your chosen despatch system, enabling you to tell your recipient who signed for the shipment so that any ‘where is it?’ issues can be instantly resolved. You can obtain real-time information wherever and whenever you need it, by tracking your parcel in your preferred way – online, by phone, text or email.
Tracking by account
Get up-to-the-minute proof of delivery details
UK Nationwide POD
International POD
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To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
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support
Giving you more When we take your shipment off your hands, we accept full responsibility for it. You’re not kept in the dark. You’re not on your own. We’re there to support you, throughout the delivery process. If you experience any problems, we act promptly to resolve them to your complete satisfaction.
Central support We make life easy for you – one call to our freefone number 0800 100 600 puts you straight through to a knowledgeable representative at one of our UK-based Customer Contact Centres. Local support You also have the support of a team of local account executives, all trained to the same world-class standards, who offer a superior service through knowledge, experience and resource. Contingency support Because we work to world-class quality standards, and for your added peace of mind, we operate a 24-hour service correction capability when the unforeseen occurs.
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
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difference
Making a Sure we can is about more than transportation from A-B. It’s also bigger than TNT. It’s about looking at some of the major issues confronting the world today, taking an optimistic stance and rolling up our sleeves to do something about it.
Environment
We care about our environment. That’s why TNT is striving to become the world’s first carbon neutral carrier through such initiatives as a countrywide Environmental Management System and investments in zero-emission vehicles. Visit www.planetme.tnt.com for full details.
Community
TNT is a partner of the UK’s Wooden Spoon charity for physically, mentally and socially disadvantaged children. We also work in partnership with the humanitarian aid agency, the United Nations World Food Programme, to help provide life-saving food aid to hungry children in developing nations.
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We promise we know what planet we’re on
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
27
Actions speak louder than words. But when we say ‘sure we can’, we mean it. Those three words reflect the positive, purposeful way we go about our business on your behalf. That’s what sets us apart. It also underpins our promises to you.
WE PROMISE A FRIENDLY VOICE AT THE END OF THE PHONE
The friendly voice of a real person who knows what he or she is talking about – and who first and foremost listens to you. That’s what we promise whenever you call our UK-based customer service centres.
WE PROMISE TO RESOLVE PROBLEMS PROMPTLY
Sometimes, we make mistakes. Other times, for whatever reason, things go wrong. As soon as we know there’s a problem, we act. We explain exactly what steps we’ll take to rectify the situation, and we give you regular progress reports as we go through those steps. More often than not, there’s a happy ending. That’s because we go to great lengths and do our very, very best to resolve the situation to your satisfaction.
WE PROMISE NOT TO OVER-PROMISE
We can move shipments of all shapes and sizes, nationwide and worldwide, against the most challenging deadlines. It’s rare that we can’t meet your request – but we’ll never say we can do something, when we know we can’t.
WE PROMISE TO LISTEN AND LEARN
We’re good but we can always be better. We want to hear your opinions and views about us and how we perform. We listen to what you say, and use it to improve what we do. It’s continuous improvement through customer involvement. So don’t hold back – feed back.
WE PROMISE TO KEEP IT SIMPLE
We work on a simple theory. The easier we make it to use us, the more you’ll want to. That’s why we provide you with labour-saving software solutions, plus online services that are straightforward to access and use.
WE PROMISE YOU FLEXIBILITY
We have systems and processes. But we also have flexible and experienced people with a willing attitude and a must-get-through approach, who deliver the solution you need.
WE PROMISE WE KNOW WHAT PLANET WE’RE ON
We’re a transport company. We recognise that we are part of the problem of carbon emissions and climate change, so we must be part of the solution. Our target is to become the world’s first carbon neutral transport company, and that’s why we invest so much time, money and effort in alternative fuels, electric vehicles, green offices and depots, and generally working cleaner.
WE PROMISE OUR DRIVERS WILL DO YOU PROUD
Professional and presentable, courteous and careful. That’s the impression our drivers will leave you with. Just as important – if not more so – it’s exactly the same when they deliver on your behalf to your customers.
WE PROMISE TO KEEP OUR PROMISES
WE PROMISE TO LOOK AFTER YOU
Whether you send lots or just a little with us, you have a named account manager to look after you. They will get to know you, your business and what you expect from us. They will also talk straight, sort things out and look after your interests with the right solutions at the best value.
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
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Can we deliver on our promises? Can we make your life easier? Sure we can. Try us and see what you think.
30
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
31
Actions speak louder than words. But when we say ‘sure we can’, we mean it. Those three words reflect the positive, purposeful way we go about our business on your behalf. That’s what sets us apart. It also underpins our promises to you.
WE PROMISE A FRIENDLY VOICE AT THE END OF THE PHONE
The friendly voice of a real person who knows what he or she is talking about – and who first and foremost listens to you. That’s what we promise whenever you call our UK-based customer service centres.
WE PROMISE NOT TO OVER-PROMISE
We can move shipments of all shapes and sizes, nationwide and worldwide, against the most challenging deadlines. It’s rare that we can’t meet your request – but we’ll never say we can do something, when we know we can’t.
WE PROMISE TO KEEP IT SIMPLE
We work on a simple theory. The easier we make it to use us, the more you’ll want to. That’s why we provide you with labour- saving software solutions, plus online services that are straightforward to access and use.
What to expect
• Your calls will be answered professionally and promptly, with our aim to answer at least 85% of calls within 10 seconds • You will have direct access to the person you require without calls being screened • Any consignment tracking enquiries not answered immediately will be passed to our specialist support team. Our aim is to respond to your enquiry within one hour of your initial call • Wherever possible, a single support team representative will take ownership of your enquiry until resolution • If that person is not available, ownership of your call will be taken by a representative who can assist you • If further action is required, time frames for our response will be clearly communicated by our representative
What to expect
• We will provide you with TNT guides that will detail our service capability so you are aware of our full service offering • Our Sales and Customer Service Representatives will always be happy to help you find the right solution to your transport requirements • If we cannot meet your requirement with our standard services, we will offer a bespoke solution • We’ll provide you with a simple transparent pricing structure so you understand in full our service charges • Any changes to your negotiated rates will be notified in writing at least four weeks prior to taking effect
What to expect
• Whatever your account size we can provide you with time-saving despatch software to manage your despatch needs • We will provide technical service support 24/7 for all our software solutions. If you require support you can contact us on 01827 711 611 or visit www.tnt.co.uk/contactus • We will provide you with a simple environment to complete your shipping requirements through our website at www.tnt.co.uk/mytnt
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WE PROMISE YOU FLEXIBILITY
We have systems and processes. But we also have flexible and experienced people with a willing attitude and a must-get-through approach, who deliver the solution you need.
WE PROMISE OUR DRIVERS WILL DO YOU PROUD
Professional and presentable, courteous and careful. That’s the impression our drivers will leave you with. Just as important – if not more so – it’s exactly the same when they deliver on your behalf to your customers.
WE PROMISE TO LOOK AFTER YOU
Whether you send lots or just a little with us, you have a named account manager to look after you. They will get to know you, your business and what you expect from us. They will also talk straight, sort things out and look after your interests with the right solutions at the best value.
What to expect
• We will advise you if we are unable to meet the agreed collection time • If we fail to collect or deliver your consignment on time we will rectify our mistake by the most appropriate means at no additional cost to you • We will always investigate and advise you if we are able to accommodate a request to change the service or delivery address of a shipment • We will give you the ability to proactively track all your shipments via real time status updates either through our despatch software, website track and trace facility or by telephoning our customer service centre • We will ensure we can meet your request to transport your goods 24/7/365
What to expect
• Our drivers will handle your goods safely and with care • Our drivers will be recognisable and presentable in our company uniform and with appropriate identification • Where possible our drivers will help you to ensure the safety and security of your consignment by advising when items are unsuitably packed • Our drivers will be courteous and flexible when making your collection and delivery • Our drivers will be contactable by us, so we are able to communicate effectively with you
What to expect
• Your account representative will proactively contact you at an agreed frequency to ensure our effective management of your account • If you wish to see a representative of TNT we will arrange an appointment at an agreed time and date • Our representatives will be able to offer a solution for all of your distribution requirements • We will provide you with all relevant contact details to ensure that you are able to get the right assistance when using our services • We will ensure your requests for our stationery are fulfilled within three working days • We will keep you informed of our ongoing improvement activities resulting from continuous customer research, via our regular customer communications and our website www.tnt.co.uk
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WE PROMISE TO RESOLVE PROBLEMS PROMPTLY
Sometimes, we make mistakes. Other times, for whatever reason, things go wrong. As soon as we know there’s a problem, we act. We explain exactly what steps we’ll take to rectify the situation, and we give you regular progress reports as we go through those steps. More often than not, there’s a happy ending. That’s because we go to great lengths and do our very, very best to resolve the situation to your satisfaction.
WE PROMISE TO LISTEN AND LEARN
We’re good but we can always be better. We want to hear your opinions and views about us and how we perform. We listen to what you say, and use it to improve what we do. It’s continuous improvement through customer involvement. So don’t hold back – feed back.
WE PROMISE WE KNOW WHAT PLANET WE’RE ON
We’re a transport company. We recognise that we are part of the problem of carbon emissions and climate change, so we must be part of the solution. Our target is to become the world’s first carbon neutral transport company, and that’s why we invest so much time, money and effort in alternative fuels, electric vehicles, green offices and depots, and generally working cleaner.
What to expect
• We will provide you with the opportunity to feed back your complaints, compliments and comments. You can do this by:
Freefone 0800 76 76 76 Fax 0845 6000 439 Writing to Customer Experience Team TNT UK Ltd, 4th Floor, The Axis Building, Kingsway North, Team Valley, Gateshead, NE11 0NQ e-mail customerexperienceteamuk@tnt.co.uk or contact us at www.tnt.co.uk/contactus
What to expect
• We will continue to reduce our carbon footprint through a programme of new vehicle technology, fuel efficiency, energy reduction, employee environmental training, waste reduction, recycling and pollution control • We will manage and improve our environmental performance through the internationally recognised management framework ISO 14001 • We will continue to benchmark our performance through the Dow Jones Sustainability Index
What to expect
• In the unfortunate circumstance that you have to claim for loss or damage to your shipment, our claims team will assist to resolve your claim quickly – our aim is to resolve your claim within three weeks of receiving your completed claim form • Should you have a query on any of our invoices, our invoice query team will assist you. Where we cannot resolve your issue immediately, our aim is resolution within 10 working days of your contact • We hope it doesn’t happen but if you need to make a complaint we want to hear from you • We will acknowledge all complaints within 24 hours of receipt • A solution will be offered in writing within five working days of your initial contact • If for any reason we need to extend this period we will confirm in writing the reasons for the extension and timescales in which a resolution will be offered
You can register your complaint by: Freefone 0800 76 76 76 Fax 0845 6000 439 Writing to Customer Experience Team TNT UK Ltd, 4th Floor, The Axis Building, Kingsway North, Team Valley, Gateshead, NE11 0NQ e-mail customerexperienceteamuk@tnt.co.uk or contact us at www.tnt.co.uk/contactus
• We will regularly survey a cross-section of customers so we can gauge satisfaction with our services • We will keep you informed of our ongoing improvement activities resulting from continuous customer research, via our regular customer communications and our website www.tnt.co.uk
WE PROMISE TO KEEP OUR PROMISES
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600
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national time-critical services
Your delivery deadline is today. Tight, but manageable as long as the delivery people are standing by ready to go. That’s one for us. Call. We’ll be round right away to collect. And we’ll deliver direct to your recipient. You can reach us 24 hours a day, 7 days a week, 365 days a year – your call will be personally answered by a dedicated team member who shares your sense of urgency. With more vans at more locations than any other same day service, we’re your local people who always say yes. As well as direct delivery by dedicated vehicle, we also offer a ‘scheduled’ same day service when actual time of delivery is not quite so critical.
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For an urgent UK delivery call us on 08451 24 7 365 or book online at www.tnt.co.uk
Available 24 hours a day, 7 days a week, 365 days a year.
You have a choice of two same day services: • Direct door-to-door delivery by dedicated vehicle – the fastest possible service when deadlines are critical • Scheduled delivery, combining dedicated vehicles with a network of road, rail and air links – a cost-effective option for less time-critical shipments Given the nature of same day shipments, it’s often good practice to contact the recipient on delivery. To help you follow-up, your local TNT centre will provide proof-of-delivery within minutes of your parcel being signed for. POD is available by phone, e-mail, text or online at www.tnt.co.uk
Get up-to-the-minute proof of delivery details.
Time-critical medical solutions There can be no better recommendation of our reliability in the time-critical sector, than the fact that we provide 24/7 specialist transport support to a number of major NHS Trusts and hospitals. Typically shipments range from blood and plasma for transfusions to human organs for transplant.
Flexible Booking Booking your time-critical delivery couldn’t be easier. Either call us or go online to www.tnt.co.uk – whichever’s best for you – and you can expect the same, flexible, sure we can response 24/7/365. To complete your booking online you’ll first need to obtain your unique user ID and password from your local depot on 08451 24 7 365.
How you benefit • Flexibility of a wide range of vehicles to suit your requirements • Comprehensive UK coverage from over 40 locations nationwide • Improved service levels through fast, reliable delivery • Rapid response 24/7/365 • Easy-to-use – no account set-up is needed • Peace of mind with immediate POD availability via text and e-mail • Reliability of TNT’s extensive and well established network.
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international time-critical services
When ASAP really does mean ASAP, you need to hear the right answer. Sure we can. Whether it’s documents direct to Dubai or aero engine parts to Hong Kong, you can rely on us to get your shipment there as fast as humanly possible. Whilst our planes and vehicles play their part, it’s our people on the ground in over 200 countries that make the difference – smoothing the way through customs and putting their local knowledge to good use on your behalf. Because the world never sleeps, neither do we. Just call us any time day or night, and we hit the ground running.
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If you need a special solution call now on 08451 24 7 365
Available 24 hours a day, 7 days a week, 365 days a year.
Special Express What’s so special about Special Express? Quite simply, the speed. We collect within minutes, your shipment’s on the first flight out and it’s met by our people in the destination country. As soon as it’s handed over to your recipient, you get a call confirming delivery. Job done, thank you and is there anything else we can help you with? Diplomat Ideally, you wouldn’t let your shipment out of your sight. It may be a highly confidential document, or a valuable item destined for one of your very important overseas customers. With our Diplomat service, your package travels as hand-baggage with one of our on-board couriers, who personally delivers it to your named recipient. When security is as important to you as speed, Diplomat is the service to choose.
Dedicated Vehicle Moving goods around Europe is often quicker by road than air – and when that’s the case, that’s what we recommend. Also, it means we can match the vehicle to your shipment – van, truck, plain liveried, temperature-controlled, air-ride suspension, high security or whatever is required. Just tell us the what, where, when and then it’s over to us to get the job done.
How you benefit • Fast, instant access to full resources and extensive infrastructure of global network • Easy to use – we’ll manage your shipments from start to finish • More choice of specialist vehicles and aircraft to suit your specific requirements • Reliable, wholly-owned network • Easy to reach with 24/7/365 availability • Total control with real-time tracking and immediate POD availability • Great customer service with the support of specially trained assistants.
Air Charter As long as it’s legal, there’s nothing that cannot be airlifted. If your shipment is unusually heavy, bulky or perishable, chartering a dedicated aircraft is often the best option. Talk to us about how we can manage the whole shipping process on your behalf, from collection through customs clearance to delivery/installation at the final destination.
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freight services
With expert handling, customs clearance and regulatory paperwork, our freight services offer you a trouble-free import/ export solution. By air, road or sea we’re your one-stop freight carrier enabling you to choose the speed/cost combination that suits both your cargo and customer. There are no size or weight limitations, so anything goes. With a presence on the ground in 200 countries worldwide – including extensive operations in emerging markets such as China, Brazil and India – we’re on hand to make sure everything goes smoothly too. Choice. Certainty. Cost-efficiency. All three, underpinned from start to finish by our unique can-do approach.
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If you need a special solution call now on 08451 24 7 365
Available 24 hours a day, 7 days a week, 365 days a year.
Airfreight Import, export. Door-to-door or door-to-airport. Express or economy. Your call. Whatever service level is required, the standards remain the same. Attention to detail. Care in handling. Keeping you informed. A breath of fresh airfreight, in fact.
Roadfreight Need to move goods around Europe in a co-ordinated and reliable fashion? Our extensive European network covers the EU and beyond, ready to help with everything from a one-off bulk import to regular export of parts to manufacturing plants on the far side of the continent. Collection from multiple locations and consolidation for onward delivery is no problem, whilst our popular Groupage service helps you contain costs when shipping less time-sensitive loads.
Seafreight There’s no undue time pressure, it’s a large heavy cargo and it has a long distance to travel. Seafreight is your solution, combining cost-efficiency with flexibility. We can organise door-to-door or door-to-port delivery, for either full or part container loads.
How you benefit • Access to key emerging markets through TNT’s extensive global network • Cost-effective service options available to suit your budget • Easy to manage with the support of specialists in the field • Peace of mind with tracking and immediate POD availability.
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special handling services
Taking a giant panda from China to Madrid. Positioning 1,000,000 drinks bottles in 90 minutes around the course of the London Marathon. Emergency delivery of a part required to keep a power station running, to a maintenance engineer in the middle of the night. Collating and distributing over a thousand promotional merchandise packs to retail outlets all over the UK, all at the same time. Extraordinary? Yes. Impossible? No. With a positive attitude and experienced people, anything’s possible. Just ask the team at our special handling services division.
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If you need a special solution call now on 08451 24 7 365
Available 24 hours a day, 7 days a week, 365 days a year.
Special Handling Projects Help with complex, one-off transport and distribution-based projects including event logistics and movement of highly sensitive or dangerous goods.
Field Service Express Nationwide storage of parts and products with rapid 24/7/365 call-off. Delivery to when and where you need it via specially trained couriers able to return, repair or install replacement parts should you require.
Fulfilment Services Collection, collation and distribution of marketing, merchandising and point-of-sale material to retail outlets nationwide.
How you benefit • Access to experts capable of co-ordinating complex projects • Backing of global resources of TNT able to cope with any demand • Availability of specialist facilities to handle dangerous and hazardous goods.
How you benefit • Reduced inventory and engineer costs • Increased technical resources • Faster response times with ETA alerts • Convenient pick up and drop off points at secure locations • Easy access, monitoring and call-off of parts 24/7/365 • Support from technically trained couriers • Faulty parts delivered to your nominated repair facility • Field service line manned 24/7/365
How you benefit • Total package covering stock management, storage, pick and pack, collation and consolidation and distribution • Bespoke solutions to meet your objectives • Precision and accuracy in distribution of time-sensitive promotional material • Can-do team used to tight timescales and unusual challenges.
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field service express
When you need backup out in the field, you want a service you can rely on. Field Service Express gives you just that. Going the extra mile to ensure you get exactly what you need, exactly when and where you need it. Combining the two services of Storapart and Delivery Plus, Field Service Express offers a range of expert solutions to save you both time and expense. Need nationwide warehousing with 24-hour call off of your parts? No problem. Want equipment expert delivered and installed? Just ask. After a service that will drop off and pick up parts directly to your engineers in the field? We’re here to help. In short, whatever you need, when you make the call to Field Service Express you’ll always get the same answer. Sure we can.
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If you need a special solution call now on 08451 24 7 365
Available 24 hours a day, 7 days a week, 365 days a year.
Storapart Want your products and parts stored but still need rapid roundthe-clock access? No problem. Storapart offers nationwide parts warehousing with rapid 24-hour call off and dispatch. Efficient warehousing Reduce your inventory costs and delivery timescales through warehouse storage located strategically at 40 sites around the UK. Forward stock locations Avoid costly downtime through our local teams who can pick, pack and get you your parts as and when you need them. Online management Get greater control over your inventory with online access to our warehouse management system, giving you up-to-the-minute stock information, product tracking and anytime order placement.
Delivery Plus Need a delivery service that offers a little something extra? Welcome to Delivery Plus. We’ll deliver your parts and products to where they need to be, and when we get there our specially trained couriers can also deal with installation, exchange or anything else you might need. Drop, wait return Keep a close track of your products. When we collect your old or faulty items, we’ll verify and record the serial number of each one before returning them for repair. Intelligent swap Reduce customer inconvenience. Our specially trained couriers will swap old for new as efficiently as possible, minimizing your customers’ downtime. Decommission, recommission Offer flexibility. To make your customers’ and engineers’ lives easier, we can pick up and drop off at a place and time to suit them.
How you benefit • Reduced inventory and engineer costs • Increased technical resources • Faster response times with teams and storage local to you • Easy access, monitoring and call-off 24/7/365 • Convenient pick up and drop off points at secure locations • Reliability of TNT’s extensive, well established network • Flexible business-to-consumer home delivery options 7 days a week (Delivery Plus) • Peace of mind with real-time tracking and immediate POD availability • Quality assured management reporting detailing performance indicators • Comprehensive range of delivery services including out-of-hours options
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TNT Express TNT Express House Holly Lane Atherstone Warwickshire CV9 2RY Your calls may be recorded for training purposes. The TNT name and logo are trademarks of TNT Holdings N.V.
Effective April 2010
To arrange a collection and for all other enquiries please
visit www.tnt.co.uk or freefone 0800 100 600