Hyundai Merchant Marine (HMM) — Customer Service Guide for Shippers and Logistics Professionals

Overview of HMM customer service capabilities

Hyundai Merchant Marine (HMM) is a global liner operator founded in 1976 and headquartered in Seoul, South Korea. In recent years HMM invested heavily in fleet expansion (notably eight 23,964–24,000 TEU container ships delivered around 2020–2021) and digital platforms to support commercial customers. That investment translated into an expanded global network covering major trade lanes between Asia, Europe, the Mediterranean, the Americas and intra-Asia, with local office coverage in most major ports and port hubs.

From a customer-service perspective HMM combines three elements: centralized digital platforms (online booking, track & trace, invoicing), regional operational teams (local sales and operations in every major trade lane) and 24/7 operational control for vessel/port exceptions. For complex moves (project cargo, refrigerated cargo, dangerous goods) HMM offers dedicated teams that coordinate stowage, temperature monitoring, and compliance with IMDG and local port requirements.

How to contact HMM and which channels to use

The primary starting point for all customer-service interactions is HMM’s corporate portal (https://www.hmm21.com). The site provides e-Booking, real-time vessel schedules, container tracking (using Booking No, Bill of Lading or Container No.), and a searchable “Global Network” page to find local office addresses and direct phone numbers. Typical customer-service hours for regional sales/support offices are Mon–Fri, 09:00–18:00 local time, while operational control centers are staffed 24/7 for urgent matters such as vessel diversions, port strikes, or cargo incidents.

For quickest resolution of booking and schedule queries use the e-Booking function and the booking-specific email thread that the local office opens on confirmation. For operational exceptions — late arrival, roll-overs, container shortage — notify HMM’s local operations team and copy the on-watch Operations Center. When in doubt, the Global Contact page on the corporate site lists country-specific telephone numbers and office addresses; this is the authoritative source for phone numbers and branch addresses because office phone lines change with regional reorganizations.

Booking, documentation and operational timelines

Practical timelines and cutoffs are critical: as a general rule allow 7–14 days lead time for Asia–Europe bookings and 3–7 days for intra-Asia or short-sea trades. Export cargo cut-off (shore-side booking/container stuffing) is typically 48–72 hours before vessel departure at major load ports; empty container gate-in usually closes 24–48 hours before departure. Verify the confirmed “container cut-off” and the Verified Gross Mass (VGM) submission deadline per HMM’s port notice—VGM must be submitted in compliance with SOLAS rules, commonly at least 24 hours before vessel load.

Be prepared for varying free time and demurrage/detention rules by port. Typical free time ranges are 3–7 days for imports and 5–7 days for exports at many major ports; demurrage/detention charges commonly fall between USD 50–300 per container per day (20’ / 40’) depending on the port and tariff in effect. Always check the applicable local tariff published on HMM’s website or the local office’s tariff bulletin before quoting landed costs to a customer.

Claims, damage reporting and required documentation

Fast, accurate notification speeds resolution. For visible damage or shortage, notify the delivering agent and HMM within 3 calendar days of delivery; for concealed damage, notify within 7 days after discovery and submit a formal claim as soon as possible. HMM and other major carriers typically apply the two-year time bar for legal action under bills of lading governed by Hague/Hague-Visby rules—however, local law and your contract of carriage may shorten or extend those limits, so start the claim conversation immediately.

When filing a claim expect to submit a complete, well-documented package. HMM’s claims handlers process faster when the claimant provides complete documentation in the initial submission; incomplete packages lead to back-and-forth that delays settlement.

• Essential claim documents: original bill(s) of lading, commercial invoice, packing list, surveyor’s report (independent), photos of damaged goods and container seals, container status report (CSR), delivery receipt/POD, and any applicable repair invoices or replacement cost quotations.
• Timelines and contact: notify local HMM office immediately, request a claim number, and send the full claim package to the local claims email address shown on the HMM global contact page. Follow-up with a call to the local claims handler and preserve all original packaging for survey.

Escalation, service recovery and practical tips for shippers

When normal channels do not produce a timely resolution use a controlled escalation: 1) local operations manager, 2) regional customer service manager, 3) global customer service or commercial director. Put escalation requests in writing, include booking/B/L numbers, timestamps, all correspondence and concise summaries of the commercial or operational impact (e.g., perishable cargo, missed delivery window). HMM’s Operations Centers are structured to accept escalations and will issue operational exceptions or service recovery proposals where justified.

Service levels and KPIs vary by trade lane; schedule reliability for deep-sea trades has been volatile since 2019 due to fleet reconfigurations and port congestion. If you rely on strict delivery windows, secure contingency plans (e.g., alternate sailings, air uplift approvals) and contractual clauses addressing delays and demurrage exposure.

• Practical tips: always verify local tariff and free-time rules before quoting rates; submit VGM and customs documentation early; use HMM e-Booking and electronic BL where available to reduce paperwork delays; keep photos and container seals until claims are closed; and contractually specify escalation paths and remediation expectations in master service agreements.

Where to find authoritative information

Primary authoritative sources are HMM’s official portal (https://www.hmm21.com) and the “Global Network / Contact” pages on that site for office addresses and local phone numbers. For legal and demurrage rules consult the local tariff and contract of carriage (Terms & Conditions on the bill of lading) supplied at booking. When in doubt, request written confirmation from HMM’s local office to avoid misunderstandings on cutoffs, free time, and penalty charges.

Using the guidance above — clear booking lead times, proper documentation, early claims notification, and a documented escalation process — will reduce operational friction and speed resolution when exceptions occur. For complex moves or high-value cargo consider establishing a single point of contact at HMM and a standing SLA with defined KPIs, response times (for example email response within 48 hours), and predetermined dispute-resolution steps.