AAA Cooper Transportation Customer Service — Expert Guide

This document provides a professional, actionable overview of AAA Cooper Transportation (ACT) customer service practices, contact channels, operational expectations, and claim handling. Written for logistics managers, shippers, and freight brokers, it focuses on practical steps, timelines, and what to expect when interfacing with ACT for LTL (less‑than‑truckload), TL (truckload), and value‑added services. Use this as a reference for preparing shipments, troubleshooting delivery exceptions, and escalating disputes efficiently.

Wherever specific phone numbers, terminal addresses, or rate quotes are required, consult ACT’s official site (https://www.aaacooper.com) or the bill of lading; local terminal contact details and operating hours are updated frequently and are the definitive source for scheduling and pickup coordination.

Contact Channels and Response Expectations

AAA Cooper offers multiple contact methods: online portal access for shippers, e-mail/contact forms, local terminal phone numbers, and centralized support for billing and claims. In practice, the fastest route for time‑sensitive operational issues (missed pickup, delivery exceptions) is the local terminal phone; for billing disputes and loss/damage claims, use the carrier’s claims portal or designated email address to ensure ticketing and tracking. Expect initial telephone triage within the first business hour for live issues and an e‑mail acknowledgment for written inquiries within 24 hours on business days.

Standard business hours for most terminals are Monday–Friday, typically 8:00 AM–5:00 PM local time; some terminals offer Saturday limited hours for appointments. For after‑hours emergencies (e.g., hazardous cargo incident, rollovers), request to be connected to the on‑call manager. Keep an internal SLA for your team: contact ACT within 1 hour of a missed SLA event and document all ticket numbers and representative names.

Booking, Tracking, and Pricing Mechanics

Book shipments using ACT’s online quotation and booking tools or via EDI/API integrations: built‑in rate engines return LTL quotes based on NMFC class, weight, dimensions, origin/destination zip codes, and declared value. Typical LTL quotes for a single pallet range widely depending on distance — commonly $75–$400 inside a regional network; expect higher rates for expedited services or residential deliveries. For TL pricing, obtain a lane‑specific contract quote; ACT and similar carriers often require a minimum weight and may include fuel surcharges tied to national diesel indices (updated monthly).

Tracking is available via PRO number or Bill of Lading (BOL) number. For operational use, implement a daily automated check: track status changes such as “Out for Delivery”, “Delivery Attempted”, and “Exception”. If the tracking system shows an exception, immediately notify the local terminal and confirm whether an attempt was made, the reason code, and the new ETA. For integrated operations, use EDI 214 (shipment status) and EDI 210/211 for billing and pickup confirmations to shorten resolution time.

Damage, Loss, and Claims Procedures

Claims handling follows standard freight industry practices: document visible damage at delivery with photos, note exceptions on the carrier’s delivery receipt, and retain the original packaging. For concealed loss or damage, inspect immediately and notify ACT within the shortest practical time frame; many carriers recommend reporting concealed damage within 5 business days and filing a formal claim shortly thereafter. For traceability, file claims in writing and include BOL, PRO number, photos, repair estimates or replacement invoices, and the consignee’s signed exception notes.

Expect a structured claims workflow: initial acknowledgement, submitted damage report review, inspection scheduling (if required), and claim disposition. Typical internal review windows range from 15 to 45 calendar days for straightforward claims, but complex investigations—those involving third‑party damage, subrogation, or catastrophic loss—can run longer. To protect recovery rights, preserve all evidence, do not destroy packaging until the carrier authorizes disposal, and confirm statutory claim deadlines under applicable regulations or contract terms.

What to Prepare Before You Call (High‑Value Checklist)

• Shipment identifiers: PRO number, Bill of Lading (BOL), purchase order number — required for any inquiry.
• Product details: NMFC class, actual weight, dimensions, pallet count, and declared value — necessary for quote validation and claims.
• Photos and documentation: delivery receipts with exception notes, outbound packing photos, and any third‑party inspection reports to support a damage claim.
• Preferred resolution: refund/credit, replacement shipment, or repair estimate — stating desired outcome speeds negotiation.

Having these items organized reduces average handle time and improves first‑contact resolution. When requesting pickup windows or appointments, provide at least 48–72 hours’ notice and a 2‑hour pickup window to align with terminal capacity and driver scheduling.

Escalation Path and Performance Metrics

If frontline customer service cannot resolve an issue, escalate to regional operations or the customer success manager. Formal escalation steps should include: (1) escalate with documented ticket number and timeline, (2) request estimated completion time (ECT) and follow up daily, and (3) escalate to corporate customer care if the issue is unresolved after 72 hours. Maintain chronological records of all communications — escalation without documentation is frequently ineffective.

• Typical KPIs to monitor with ACT: on‑time delivery percentage, claims frequency per 1,000 shipments, and average claim cycle time. Target internal thresholds: on‑time ≥ 95% for contractual lanes; claims ≤ 2 per 1,000 shipments for properly packaged freight.
• Require monthly scorecards from ACT for contracted lanes showing exceptions, dwell times, and root‑cause analyses—use these for continuous improvement and rate renegotiation discussions.

For corporate contact or to confirm the most current terminal directories and phone numbers, always reference https://www.aaacooper.com or your account representative; ACT’s corporate headquarters is located in Dothan, Alabama, and local terminal information is maintained centrally online for accuracy.

What does AAA Cooper Transportation deliver?

AAA Cooper Transportation offers full-service international shipping solutions through MME Logistics, including Full Container Load (FCL), Less-than-Container Load (LCL), and air freight services.

Does AAA Cooper have driver facing cameras?

Truck Driver Class A
They have Front facing cameras.

What company bought out AAA Cooper?

Knight-Swift Transportation Holdings
Mr. Dove will be moving into the role of Chairman and will continue to serve on the Board of Directors at the parent company, Knight-Swift Transportation Holdings. Knight-Swift Transportation Holdings acquired AAA Cooper Transportation three years ago this month.

How much do AAA Cooper drivers make?

As of Aug 10, 2025, the average annual pay for an Aaa Cooper Transportation Cdl Truck Driver in the United States is $61,075 a year.

What is the phone number for AAA Cooper?

AAA Cooper Transportation’s phone number is (334) 793-2284 What is AAA Cooper Transportation’s official website?

Is AAA Cooper Transportation still in business?

In July 2021, ACT was acquired by the largest truckload carrier in the US, Knight-Swift, for US$1.35 billion with plans for the company to continue to operate as a wholly owned subsidiary.