尊敬的客户：

“以客户为中心”是中远快运矢志不渝的追求。依托国际班轮运输航线和遍布世界的服务网点及延伸服务体系，我们将始终坚持为您提供最优化的全程运输解决方案。新子公司成立以来，通过对客户投诉、抱怨和咨询的收集整理，以及对服务过程中客户“痛点”和“难点”查找分析，我们逐步确定了服务全流程中影响客户体验的关键环节，并在此基础上，以“可量化”、“可跟踪”、“持续提升”为原则，在全球范围内推出覆盖外贸运输服务全过程的九项服务标准，具体为： 

订舱

Booking      

工作日2小时内提供订舱处理状态

Bookings will be responded within two hours upon receipt during a working/business day.

开舱后，订舱信息提供完备情况下，普通货及冷藏货，工作日2小时内确认订舱；危险品货及大件货， 2个工作日内确认订舱。

Given that vessel allocation is available and booking information provided is complete and comprehensive, booking confirmation turn time will be two hours for both standard dry and reefer cargo, and two working days for both hazardous and awkward (OOG) cargo.

放箱

Equipment Release  

设备交接单打印后48小时内保证用箱

Equipment will be reserved for pickup within 48 hours after the Equipment Interchange Receipt (EIR) is printed.

提单签发

B/L Releasing    

提单指示信息提供完备情况下，船开后1个工作日内可签发正本提单

Original Bill of Lading will be ready within one working day after the vessel departure, under the condition that shipping instructions have been submitted in a timely and proper manner.

发票提供

Invoicing     

发票信息提供完备情况下，船开后1个工作日内可提供客户发票

Invoice will be available within one working day after the vessel departure, under the condition that invoice information received is accurate and timely.

船舶准班率

Schedule Reliability 

自营船舶综合准班率不低于95%（不可抗力因素除外）

Schedule integrity of COSCO SHIPPING operated vessels will exceed 95% reliability (except in condition of force majeure)

中转服务

Trans-shipment  

货物抵达中转港3天前，提供后程船信息；离开中转港1天内，提供装船结果

Connection voyage will be available online at our website (www.coscon.com) three days prior to cargo arriving at the trans-shipment port.   Trans-shipment results will be available online one day after cargo departs from trans-shipment port.

正常情况下，货物7天内转运，最晚不超过14天

Our goal is cargo that moves through a trans-shipment port with target of seven days but no longer than fourteen days maximum.

到货通知

Arrival Notice   

货物抵达卸港1天前发送到货通知

Arrival notice will be delivered one day prior to cargo arrival.

窗口服务

Counter Service

自抵窗口起15分钟内业务办结

Service procedure will be completed within fifteen minutes upon arrival at service counter.

争议处置

Issues Resolution     

5个工作日内解决发票争议

Invoice disputes will be resolved within five working days.

对于事实清楚的商务争议，7个工作日内处理

Commercial disputes with clear facts will be handled within seven working days.

投诉受理5个工作日内反馈处理意见

Complaint resolution (following receipt of complaint) will be provided within five working days.

以上服务标准仅作参考，不应在任何条件下被视为担保/保证。

The above-mentioned is just for reference and should not be considered as the warranty/guarantee in any conditions.

九项服务标准的推出只是一个开始。中远快运将持续优化客户服务流程，不断提升客户体验，并接受全球客户的监督。您可通过中远快运官网zy100-express.com反馈您对服务的评价和建议，我们将尽快给予您满意的答复。

中远快运国际有限公司

2021年9月1日