Contact Us
Talk To A Person, Not A Ticket Queue
One freight desk, staffed around the clock, with authority to make decisions. Call it, mail it, or send the form below and a named specialist replies.
Send the freight desk a note
Answered within one business hour, 24 hours a day. Your details go straight to a named specialist.
Where to find us
Two operating centres, one shared shift pattern, so somebody is always awake and looking at your cargo.
- TELFreight desk, 24 hours+1 507 201 9651 · bookings, exceptions, collections
- MAILGeneral enquiriesinfo@transatlantic-expres.com · quotes, accounts and anything else
- OPSBookings and exceptionsbookings@transatlantic-expres.com · straight to the control tower
- HQHead office120 Harbour Point, New York, NY 10004, United States
- EUEuropean gateway44 Waalhaven Quay, 3089 Rotterdam, Netherlands
- HRSOpening hoursControl tower 24/7 · accounts and admin 08:00 to 18:00 local
After You Press Send
What Happens Next, Step By Step
No auto-responder promising a reply in three to five working days. Here is the actual sequence.
Read by a human
Your message lands on the freight desk, not in a shared marketing inbox. Whoever picks it up reads the whole thing, including the attachments, before replying.
Routed to a specialist
Enquiries are matched to the desk that handles your mode and commodity, so the first reply comes from somebody who has moved cargo like yours rather than a generalist reading a script.
Answered within the hour
You get a named reply within one business hour, twenty-four hours a day. If we need more detail to price the job properly we ask for it specifically, instead of sending a blank form back.
Owned until it is closed
The same specialist stays on the thread, with a permanent deputy copied in, so cover never depends on one person being at their desk.
Who To Contact
Six Desks, One Front Door
Email whichever desk fits. If you are not sure, send it to info@transatlantic-expres.com and we will route it internally rather than bounce it back to you.
General enquiries and new accounts
Anything without an obvious home, including new account applications, credit terms, tender documents and supplier onboarding paperwork.
- info@transatlantic-expres.com
- Answered within one business hour
- Account opened the same day in most cases
Quotes and rate requests
Send origin, destination, weights, dimensions and incoterms and you will have a costed routing within one business day, often the same day.
- info@transatlantic-expres.com
- Or use the quote form for a structured brief
- A written routing, not a rate range
Bookings and live exceptions
Straight through to the control tower for collections, cut-off changes, customs holds and anything already in motion.
- bookings@transatlantic-expres.com
- Staffed 24 hours, 365 days a year
- Phone is faster for anything urgent
Accounts and invoicing
Invoice queries, remittance advice, duty deferment statements and purchase order references. Every invoice reconciles line by line to the original quotation.
- info@transatlantic-expres.com
- Accounts staffed 08:00 to 18:00 local
- Copy invoices retrievable from your account
Claims and damage reports
Report within seven days of delivery with photographs and the signed delivery note. We investigate root cause, not just liability.
- info@transatlantic-expres.com
- Acknowledged within 2 working days
- See the refund and claims policy for evidence needed
Customs and compliance
Classification questions, origin and preference checks, licences, dangerous goods and anything a customs authority has asked you to justify.
- info@transatlantic-expres.com
- Licensed brokers answer the same day
- Audit trail retained for seven years
Live Map
Our gateways, plotted live
Head office in Lower Manhattan, European gateway on the Waalhaven quays in Rotterdam. Click a pin for the full address and desk hours.
Live map powered by Google Maps. Shipment-level maps appear inside your tracking result.
Visiting Us
Getting To Our Gateways
Visitors are welcome at both sites, including during a night shift if you want to watch the control tower work. Please give us a day’s notice so somebody is free to walk you round.
Head office — New York
120 Harbour Point, New York, NY 10004, United States. Lower Manhattan, a short walk from the water, with the freight desk and the North American control tower on the same floor.
- Subway and ferry within walking distance
- Roughly 30 to 50 minutes from JFK or Newark by car
- Goods-in bay for sample and document drop-off
- Admin 08:00 to 18:00 local, control tower 24/7
European gateway — Rotterdam
44 Waalhaven Quay, 3089 Rotterdam, Netherlands. On the Waalhaven quays, minutes from the container terminals, with bonded warehousing and the European control tower on site.
- Direct access from the A15 and the Waalhaven ring
- Roughly 45 minutes from Schiphol by rail and metro
- Bonded warehouse, packing hall and inspection area
- Customs inspections attended by our own brokers
Straight To The Right Desk
Three things people usually need
Escalation
If You Are Not Getting Anywhere
You should never have to work out who to chase. This is the published route, and every step has a time limit attached.
- 1
Your named specialist
First point of contact for anything on your file. Replies within one business hour and has authority to approve re-routes, upgrades and waiting time without asking a manager first.
- 2
The control tower duty supervisor
Available at any hour of the day or night. Ask for the duty supervisor and you will be put through, not offered a call-back window.
- 3
Desk manager, same working day
If a problem is still open after four hours the relevant desk manager takes it over personally and calls you with a written recovery plan.
- 4
Operations director, within 24 hours
Anything unresolved after a full day is reviewed at director level. You will be told what went wrong, what it costs and what we have changed so that it does not repeat.
Before You Write
Answers that save an email
How quickly will somebody reply?
Enquiries reaching the freight desk are acknowledged within one business hour, day or night. Full quotations follow the same working day on standard lanes.
My shipment is late. Who do I call?
Call the freight desk and quote your tracking number. The control tower can see the same milestones and map positions you can, plus the carrier messages behind them.
Do you take one-off shipments?
Yes. There is no minimum contract and no account setup fee. Many customers start with a single pallet and grow from there.
Can you collect today?
Same-day collection is usually possible in our own gateway cities if the booking reaches us before 13:00 local time.
Do you charge for a quotation or a lane review?
No. Quotations, lane reviews and classification opinions given during a tender are free, whether or not you book. We would rather be the forwarder you check your numbers against than the one you never call.
Can I speak to somebody outside office hours?
Yes. The control tower is staffed around the clock every day of the year, including public holidays. Accounts and administrative queries are handled between 08:00 and 18:00 local time at each site.
What should I include in a first email?
Origin and destination postcodes, gross weight, dimensions or pallet count, commodity description, incoterms and the date the cargo is ready. With those six things we can usually price the job without a second exchange.
Which languages does the desk cover?
English, Dutch, German, Spanish, French and Polish are covered in-house across the two sites, and we arrange interpreters for customs matters in other territories where needed.
How do I get documents for an older shipment?
Sign in to your account and every bill of lading, air waybill, customs entry, delivery note and invoice is downloadable against the original reference. If you cannot find it, the desk will send it within the hour.
Do you take press and recruitment enquiries here?
Yes. Send them to info@transatlantic-expres.com with press or careers in the subject line and they will be routed to the right person rather than sitting in the freight queue.
Our Commitments
What You Can Hold Us To
These are the response standards our staff are measured against every quarter.
- Every enquiry answered by a named person within one business hour, 24 hours a day
- Costed routing options returned within one business day on standard lanes
- Confirmed deviations reported to you by phone within thirty minutes, with two options
- Claims acknowledged within 2 working days and decided within 15 working days of complete evidence
- Invoices that reconcile line by line to the quotation, with duty and tax shown separately
- A permanent deputy on every account, so nothing waits for a single inbox
Send us the lane. We will send back a plan.
Origin, destination, commodity and rough weight is enough to start. Everything else we will ask you for.