Matson Customer Service Number — how to find it, use it, and get fast results

Where to find Matson’s official contact information

Matson, Inc. (NYSE: MATX) is a U.S.-based ocean carrier and logistics company founded in 1882 and headquartered in Northern California. The single most reliable source for an up-to-date Matson customer service number, office address, and department-specific phone lines is Matson’s official contact page: https://www.matson.com/contact. Because telephone numbers and operating hours change per terminal and region, always verify any number you plan to dial on that page before calling.

For transactional tasks (bookings, container tracking, billing questions, claims) Matson publishes separate contacts by region (Hawaii, Alaska, Guam/Pacific Islands, Mainland U.S., and Asia). Use the global contact page to select the geographic area and view the current local toll-free numbers, direct-dial lines, and e-mail addresses maintained by Matson’s customer service and commercial teams.

Primary contact methods and expected response times

Matson supports multiple channels: phone, e-mail, web forms, and an online customer portal for tracking and documents. For urgent operational issues—vessel schedules, missed sailings, container retrieval or demurrage disputes—phone contact during local business hours is the fastest route. For documentation or billing disputes, e-mail plus attached files creates a paper trail and typically yields a written reply within 24–72 business hours.

Typical response expectations: initial phone acknowledgement during business hours (Mon–Fri) is usually immediate or within 10–30 minutes during peak times; e-mail acknowledgements are common within one business day; formal claim surveys or investigations can take 7–45 calendar days depending on complexity. If a matter is time-sensitive (perishable cargo, customs hold), explicitly request escalation and an estimated SLA when you first connect.

What to have ready before you call

• Shipment identifiers: Bill of Lading (B/L) or Waybill number, Booking number, Container number(s).
• Date and port details: intended loading date, vessel name and voyage number, origin and destination ports, pickup/delivery addresses.
• Commercial documents: invoices, packing list, proof-of-delivery (POD) or delivery order, photographs for damage claims (date/time stamped), and any prior correspondence (e-mail threads, prior claim numbers).
• Account details: Matson customer account number, remit-to billing details, and the name and phone of the consignee/shipper on record.

Having these documents ready cuts handling time dramatically. Customer service agents will often ask for container numbers and B/L numbers first; if you do not have them to hand, the agent may only be able to provide limited information or will need to call you back.

How Matson’s customer service is organized (what department does what)

Matson divides customer responsibilities across functional teams: Reservations & Sales (bookings and rate quotes), Vessel Operations & Schedules (vessel ETA/ETD, port calls), Terminal Services (gate hours, chassis, drayage), Billing & Collections, and Claims & Customer Care (cargo damage/loss). Each team may have a dedicated phone line or extension, and terminals (Hawaii, Alaska, Guam, West Coast terminals) commonly operate separate call centers.

When you call the main Matson switchboard or regional number, be prepared to say which function you need. If you simply request “billing” you will be routed to the billing team; if you need an operational update, ask for the Vessel Operations desk and provide the vessel name and voyage number to get a precise ETA or port call status.

Claims, dispute timelines, and documentation

File claims promptly. For visible damage or shortage, obtain and retain the delivery receipt signed with exceptions (e.g., “container received with visible exterior damage” or “cargo wet/damaged”). Photograph the container condition, stow, and damaged goods immediately. Submit initial claim documentation by e-mail or through Matson’s claim submission form—again, locate the form via the Matson contact page for the correct regional address.

Expect a multi-step process: acknowledgment, investigation request (survey or inland inspection), liability review, and settlement or denial. Investigations for simple claims often close within 2–6 weeks; complex claims requiring third-party surveys or legal review can take several months. Keep copies of all invoices, repair estimates, and replacement receipts—these are required to substantiate quantum in most settlements.

Escalation steps and practical scripting

• Start at the regional customer service number shown on matson.com/contact and request the relevant functional desk (Operations, Billing, Claims).
• If first-line support cannot resolve, ask for a formal escalation to a supervisor and record the date/time and the supervisor’s name and callback number.
• When escalation fails, request a written confirmation or internal ticket number; use Matson’s corporate customer relations or executive office contact (available on the public site) as a last step for unresolved high-value or time-critical issues.

Sample first-line script: “Hello, I’m calling about Booking # [xxxxxx], container [xxxxxx], vessel [name/voyage]. I need an update on ETA and gate availability for pickup. My account number is [xxxx]. Can you provide the current estimated time and any outstanding holds?” Ask for the agent’s name and a callback time if they must research.

Final practical tips

Always verify numbers and hours on matson.com/contact before calling. Record names, dates, ticket numbers, and commit follow-up deadlines to calendar reminders. For high-volume shippers, establish a named account manager at Matson and request SLAs in writing; this reduces hold time and accelerates claim resolution. Matson’s corporate history and public filings (annual reports available on their Investor Relations pages) provide additional operational context if you need to understand service performance metrics or seasonal schedule patterns.

Following these steps—preparing documentation, using the official contact page, and escalating methodically—will give you the best chance of a fast, factual resolution when you need to reach Matson customer service.

Does Matson ship Interisland?

Dedicated Neighbor Island Fleet
Shipping to Hawaii is easy with Matson’s frequent, reliable schedules that extend to each of the major ports of Hawaii’s Neighbor Islands: Kahului, Maui; Nawiliwili, Kauai; and Hilo and Kawaihae on the Big Island of Hawaii.

How long does Matson shipping take?

Generally in 20-25 days the goods will be delivered to door after ship sails.

Is Matson a US company?

Matson, Inc. is a U.S. owned and operated transportation services company headquartered in Honolulu, Hawaii.

How long does it take to ship a car from Honolulu to Maui?

Q: How long does it take to ship a car to or from Hawaii? A: From vessel sail date, transit times will vary from an average of 9-24 days to or from Honolulu, 33-45 days to or from Nawiliwili, Hilo or Kahului (via barge from Honolulu).

How to track Matson containers?

The container status is accessible by Container number, Booking number or Bill of Lading number. Please enter valid tracking number. For a high level status of where your container currently is, Ocean Shipment Tracking provides basic visibility without the requirement of a user id or password.

How do I talk to someone at Matson?

Or call us at 1-800-4MATSON (1-800-462-8766) to book a shipment.