Pilot Freight Customer Service Number — How to find it and use it effectively

Where to find the correct Pilot Freight customer service number

Pilot Freight Services publishes customer service phone numbers regionally rather than using a single monolithic number for all inquiries. For the most reliable and up-to-date telephone contact you should use the company’s official contact page at https://www.pilotdelivers.com and select “Contact Us” or “Locations.” That page lists direct lines for terminals, international offices, and specialized departments (tracking, claims, billing, and sales).

Why regional lines matter: local terminals handle pickups, on-the-ground delivery exceptions, and driver communications directly. If you call a national or corporate line you may be routed or given a local terminal number anyway. Before calling, check the shipment paperwork (Bill of Lading, PRO number, commercial invoice) and the tracking email or web page — the site often shows the exact terminal number that handled your load.

Common phone channels and availability

Pilot Freight typically organizes phone support into front-line customer service for tracking and scheduling and a separate claims/billing queue. Many terminals operate standard business hours (example: Monday–Friday, 08:00–18:00 local time), while dispatch lines for time-critical shipments or live load/unload coordination are frequently staffed 24/7. Use the website to confirm hours for the terminal that handled your shipment.

When you cannot reach a local terminal, escalate to the corporate contact shown on the website. Expect a brief verification process (shipment number, carrier reference, shipper/consignee names) before sensitive status information is released.

What to prepare before dialing the customer service number

Having complete documentation at hand speeds resolution. Prepare: your PRO or airwaybill number, shipment date, pickup and delivery addresses (including ZIP/postal codes), names and phone numbers of shipper and consignee, a list of product SKUs and quantities, and photos of any visible damage if the call concerns loss or damage. If your shipment has temperature-controlled or special-handling requirements, note the temperature logs and any exception notes from drivers.

Also be ready with contractual details: your purchase order number, the freight terms (e.g., Prepaid, Collect, Third-Party), and any reference to a rate confirmation or written service level agreement. That information determines liability, who pays accessorials, and how claims will be adjudicated.

• Essential items to have before calling:
  

  • PRO/Tracking number and pickup/delivery dates
  • Shipper/Consignee contact names and phone numbers
  • Photos of damage, packing list, commercial invoice
  • Service terms and rate confirmation number

How to use the number: tracking, scheduling pickups, and claims

Tracking inquiries: When you call the customer service number on the terminal page, request the current status and any exception codes. Note the agent’s name, stamped time of the update, and the next-step ETA. For digital tracking, ask for a direct tracking URL or email confirmation that you can forward to stakeholders.

Pickup/scheduling: Book pickups by giving a precise pickup window, the number of pallets or pieces, weight and dimensions, and any liftgate or inside delivery requirements. If pickup requires appointment access (gated facilities, labor windows), provide the appointment code and any security procedures. Confirm any accessorial fees the terminal may charge for non-standard services so there are no surprise charges later.

Claims process: Under U.S. interstate law (Carmack Amendment) and common carrier rules, visible damage or loss claims typically must be noted at delivery and then formally filed — in many cases within nine months for interstate shipments. When you call customer service to initiate a claim, request the claims form number, email address for attachments, and the expected acknowledgment window (ask for a target response date, commonly 7–30 business days). Keep all original packaging and photos for inspection.

Escalation steps, expected timelines, and effective language

If front-line support does not resolve the issue, escalate methodically: 1) ask to speak to a supervisor at the terminal; 2) if unresolved, request escalation to regional operations; 3) finally, route the matter to corporate claims or customer care via the address on the website. Document each step: date/time of call, person spoken to, and promised follow-up time. Escalations that are not followed up within the promised window should be re-escalated with the original notes included.

• Short escalation script:
  

  • “My name is [Name]; PRO number [#####]. I’ve spoken to [agent] on [date/time] and need supervisor escalation because [concise reason]. Please confirm the supervisor’s name and expected response time.”

Typical internal SLAs: many freight operations aim to acknowledge claims within 48–72 hours and provide a substantive response within 7–30 days depending on investigation complexity. If you need audit-quality timelines (for audits or legal review), request written confirmations and a ticket or reference number for each interaction.

Practical tips and final checks

Always verify you’re dialing a number from the official site or your shipment documents to avoid misrouting to third-party brokers. Use email confirmations for commitments made by phone. If you manage multiple shipments, ask your Pilot Freight representative about a consolidated reporting or portal access to reduce repetitive calls — many large shippers are given portal credentials for batch tracking and automated exceptions reports.

When in doubt about deadlines (billing disputes, claims), act immediately: initiate the claim through the customer service number, collect an acknowledgment reference, and follow up in writing. Keeping meticulous call logs and documentation is the fastest way to resolve disputes and to measure performance against promised service levels.

How do I track my Pilot Freight package?

After you booked your Pilot Freight shipment through FreightCenter, you were sent a confirmation email with your shipment ID. Once you open that email, you’ll find the shipment ID you can use to track your Pilot Freight shipment. You can also find all your shipments from your account page.

What is the phone number for Maersk customer service?

+1 800 321 8807
Should you have questions concerning booking to/from these gateways please contact our customer service team at +1 800 321 8807. Maersk is continuously making strides towards improving our service offerings.

How do I contact pilot customer service?

1-877-866-7378
Please contact Guest Services, 1-877-866-7378.

Who bought out Pilot Freight Services?

Moller-Maersk
Moller-Maersk (Maersk) has announced the completion of its acquisition of Pilot Freight Services, a leading U.S.-based international and domestic supply chain provider with cross-border solutions into Canada and Mexico. Pilot Freight Services will be rebranded to Pilot – A Maersk Company.

What is the pilot line number?

A pilot phone number is the main phone number in the pilot channel, which is used to route incoming calls within a telephonic system. It is usually related to: Hunt Groups: A phone extension group that will ring in a predetermined manner, like when an incoming call arrives.

How can I talk to a pilot?

Dial A Pilot will match you with one of our professional pilots in a one-on-one call to answer questions about your flight. No matter where you are in the world.