Home Our Articles

Deja vu as Maersk Regensburg picks up 427 migrants

Ten months after its previous rescue mission in the Mediterranean Sea, Maersk Regensburg was at the centre of action again recently. On the evening of 9 April the Maersk Regensburg left Al Khoms in Libya for the 20-hour sea passage to Sfax, Tunisia. In circumstances almost exactly similar to the journey of 6-7 June 2014, the vessel was once again involved in a migrant rescue situation off the Libyan coast.

RB 1

Sea conditions were flat calm, and the next day the vessel was requested to divert to assist with a search and rescue incident. Based on previous experience and lessons learned, the captain briefed the crew to make sure they could handle the situation well.

Taking 427 migrants on board

An Italian coastguard launch performed four transfers of migrants, adding a tally of 427 persons to the Maersk Regensburg, comprising 324 men, 94 women and 9 children.

“Using tactics employed last year, we segregated women and children to the starboard aft, men to port and starboard forward areas, then made medical assessments as best we could,” says Captain Andrew Lewington.

​Some medical issues were taken care of by a doctor from the naval vessel, but fortunately no ailments required immediate evacuation, he adds. Catering staff were busy preparing soup and this was dispensed along with water to the migrants throughout the evening.

The following day the crew managed to supply all of the migrants with three meals, including 700 eggs and 500 sausages for breakfast, and chicken, rice and pizza for lunch and dinner. On the morning of 12 April a flotilla of small launched arrived alongside to start disembarking the migrants, and at 12 noon the vessel could resume its passage.

Reflecting on the experience, Captain Lewington says: “Once again, a very long and demanding three days, however my previous experiences greatly assisted us. Throughout this time, the 19 crew of the Maersk Regensburg acted with great professionalism, showing compassion when required.

“They served the vessel and Maersk Line commendably and I as Captain am again proud of their achievements and of the willingness shown throughout.”

Maersk Line India – Getting closer to customers

Maersk Line recently incorporated a few differentiators for the customer service offering that add value to our customer’s business and help in identification of mutual business solutions and opportunities. The Customer CARE program, continuous improvements to E-Commerce offerings and Customer Charter are some of the services that are driving Maersk Line’s customer satisfaction. When it comes to business in India, the key to a winning customer service strategy lies in delivering on these initiatives along with adding more value to it by finding unique solutions to make the local customer interaction and services world-class.

MAERSK Hardware Ships 10

Talking more about the local advantage that Maersk Line India offers to the customers, Rajesh Narayan, Head of Customer Service, India shares a few insights, “Good customer service is all about being there for your customers. Proactive communication, fast & efficient resolution of issues – even predicating and addressing them before they impact our customers, and providing utmost empathy & ownership   in the customers’ interactions with Maersk Line goes a long way in ensuring that we build a strong relationship with our customers   We want to make it easy for our customers to work with us and that’s what  our CARE Program, E-Commerce solutions and  together with the Customer Charter focuses on.”

At Maersk Line India, there are a few additional steps taken to cater to the large customer base locally. One of the key advantages with Maersk Line India includes a bi-monthly customer engagement program that provides end-to-end  process orientation for our  customers. Through this program, we aim to  provide ease of business for customers and it’s also  a platform for our customers to have their concerns addressed. So basically this gets  our customers familiarized with Maersk Line ecosystem and in turn makes their interactions easier and better.

More on the localized advantages in customer service, Maersk Line India provides the CMS (Cash Management System) in numerous locations across India. These together with Electronic Delivery Order and E-Payment facilities, makes it convenient for our customers to make easy payments and take Delivery Orders for cargo clearance. Another challenge that’s been addressed by the team in India is that of proactive customer communication. It’s often difficult to push information seamlessly to a large customer base. The solution to the same is taken forward through simple tools like SMS notifications. Proactive SMS alerts are sent out  to customers for regular updates like container yard status,  Vessel Berthing etc. That way our customers are well informed about  any changes and don’t face any confusion and ambiguity. Similarly, customers are provided with automated responses to generic queries like the shipment process information via SMS communication. This way,  customers  get information without really having to get in touch with a customer care executive  and thereby saving them time and efforts.

For every market it’s essential to identify  such local challenges and provide the extended support to customers accordingly. The local customer service differentiators adopted by Maersk Line India thus add significant ease of business  to the customers’ supply chain.

Sustainable Shipping Initiative Wins Guardian Sustainable Business Award

The Sustainable Shipping Initiative, a pioneering coalition of companies from across the global shipping industry of which Maersk Line is a founding member, has been recognized at the prestigious Guardian Sustainable Business Awards for delivering new innovation and insight to help the shipping industry accelerate progress towards a more robust, responsible and profitable future.

Fb cover pg_04

The Guardian’s internationally prestigious awards programme is highly respected among sustainability opinion leaders, with a judging panel including some of the most influential thinkers from the world of sustainable business such as Cambridge University, University College London, Greenpeace, Friends of the Earth, the International Institute for Environment and Development and The Rainforest Alliance. The awards recognise companies and organisations that combine innovation and effectiveness to make a positive impact through their corporate sustainability initiatives.

Alastair Fischbacher, Chief Executive of the Sustainable Shipping Initiative said: “With responsibility for transporting 90% of the world’s goods, shipping is integral to the sustainability of the global economy as well as touching the lives of communities where we operate and the lives of those who choose the maritime industry as a career. Improving the performance of how we operate environmentally, socially and economically is a win-win for everyone involved.”

Global Head of Sustainability at Maersk Line, Signe Bruun Jensen, is also pleased with the outcomes generated by the Sustainable Shipping Initiative. “The nature of the sustainability challenges within our industry today command collaborative solutions. In order to create meaningful, transformational change we need to share best practices and learnings. We are committed to ongoing partnership with the Sustainable Shipping Initiative to create an environment where sustainability and profitability go hand in hand.”

For more information about the initiative, please go to www.ssi2040.org

Maersk Line nominated for ‘Environmental Campaign of the Year’ Award at Containerization International Awards 2015

The nomination is for Maersk Line’s dedicated efforts towards continuously raising industry standards and to enabling global trade and economic development in the most sustainable manner possible. Maersk Line has raised the bar for energy efficiency, setting a bold new CO2 target of 60%. The impact of this new target will be a sustained decoupling of economic growth from CO2 emissions. In effect, a license to grow our business – and our customers’ businesses – in years to come.

Maritime transportation has been, and continues to be, an important vehicle of global trade and prosperity. As the world’s largest container shipping company, Maersk Line’s role in enabling global trade and development is our most significant contribution to the world. Much of the goods traded throughout the world see the inside of one of our containers. Not only do we power some of the world’s largest ships – we also fuel the growth ambitions of businesses and individuals all over our planet.

Main

One of the ways to do this is to decouple growth from resource consumption. For several years now, Maersk Line has driven energy efficiency improvements across the company, pioneering initiatives ranging from network design and speed optimization to technical upgrades and the deployment of new and more efficient ships in our network, such as our Triple-E vessels.

In recognition of these achievements, in 2014 we set ourselves a bold target. We will reduce CO2 emissions per container moved by 60% by 2020. The impact of this new target is a sustained decoupling of economic growth from CO2 emissions. In effect, a license to grow our business – and our customers’ businesses – in years to come. Innovation will be key to delivering the new CO2 target, including pioneering fleet and network innovation beyond what can be reasonably fathomed today, and this is why the entire organization is rallying to accelerate progress for tomorrow.

  • Maersk Line raised its ambitions further in 2014 with a bold new target to reduce CO2 emissions per container moved by 60%. To date, we have reduced relative emissions by 40%.
  • In 2020, Maersk Line expects 80% growth in volume compared to 2007 while reducing absolute CO2 emissions by 14 million tonnes per year (40%).
  • Over the past 7 years, Maersk Line has pushed the envelope for energy efficiency and CO2 reductions. Today, we are more than 10% ahead of the rest of the industry according to global benchmarks, and according to the CCWG.
  • With our new CO2 reduction target of 60%, we will take our efforts even further. To achieve the target, average fleet performance will have to be below current E-class performance today. Until introduction of the Triple-E in 2013, the E-class with a 15,500 TEU capacity was the most fuel-efficient vessel in the Maersk Line fleet, emitting 34 g CO2 per TEU km.

Maersk Line nominated for Global Carrier Award at Containerisation International Awards 2015

Maersk Line has been nominated for sustaining success through innovation and service. In the face of industry challenges, Maersk Line continued to innovate and deliver. It also focused on delivering the basics: as well as having some of the most reliable services available, its commitment to delivering an excellent customer experience continued in the evolution of its Customer Charter and MyMaerskLine.

PN8A5201

There are six key elements that make Maersk Line the standout candidate for Global Carrier of the year:

  • Financial performance
  • The East-West Network offering incorporating 2M
  • Kotahi partnership
  • Continued reliability
  • MyMaerskLine
  • Customer Charter

Maersk Line delivered a US $2.3 billion profit for 2014, 55% up on 2013’s result. This was achieved despite rates decreasing by 1.6%, and was delivered through stronger than expected volumes and lower unit costs (driven through network optimisation and reducing operating costs). The company’s long term strategy remains to grow with the market, ensuring a sustainable approach.

This result was supported by a number of key innovations. The East-West network, Maersk Line’s offering incorporating 2M, is designed to be reliable, responsible, direct and comprehensive. At a time when the East-West trades are losing money due to higher costs and lower freight rates, innovations such as this mean that carriers can continue to deliver a quality, sustainable service long term, in turn allowing customers to take a longer view of their supply chains.

Another announcement in 2014 was the partnership with New Zealand freight and logistics company Kotahi, which pledged to provide Maersk Line with 2.5 million 20’ containers of exports for ten years from 1st August 2014. This deal allows Maersk Line to deploy 6,500 TEU vessels to New Zealand, ships which are more fuel-efficient on a per-container basis than existing vessels. This will help reduce the carbon footprint of New Zealand exports using ocean freight by 22% per container unit compared to the existing New Zealand industry average.

In technology, too, Maersk Line is at the cutting edge of the container shipping industry. MyMaerskLine sets the benchmark for online booking platforms, with many customers using it to manage their bookings and over 80% of all on-line bookings confirmed within 20 min. This frees up the frontline customer service teams to offer a deeper, more personnel level of service to customers, and allows those customers that want it a quick and easy way to control their cargo.

Maersk Line continues to top the industry when it comes to reliability. Throughout 2014 independent analysts such as SeaIntel and Drewry regularly named Maersk Line as the top performing carrier for reliability. SeaIntel named Maersk Line most reliable in 2014 with a score of 83.7%, against an industry average of 72.2%. Drewry named Maersk Line most reliable for Q4 2014, with an average on-time performance of 80%.

Underpinning Maersk Line’s performance and innovations is the Customer Charter, its commitment to a standard level of service. Based on what customers have told the company constitutes excellent customer service, the Charter aims to improve accuracy and turn time for Maersk Line customers. In 2014, the Charter was rolled out to individual customers to give them personalised data and allow them to have a clear picture of the level of service they were receiving from Maersk Line.

Ultimately all these innovations point to one thing – delivering a quality, sustainable service for Maersk Line’s customers.