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| Fuel Surcharge
As you would expect, the structure and application of our fuel surcharge is fair and transparent. It is also industry standard, and will allow for the reduction in surcharge when the oil prices reduce. Should you have any queries regarding the above, please contact customer service or by telephone at 0800 089 5888 |
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Incoming mail services down Dear Customer, Our incoming mail services have been down, and we have not received any emails since approximately 11am today. Our technical people are working on this, and services are starting to return to normal, but if you have emailed us since 11am today, and have not received a response, please call us on 01753 561300 to give us verbal instructions. Our team are ready to deal with your enquiries, and we will update you as soon as mail services are fully resumed. Please accept our sincere apologies for any inconvenience caused, and our assurance that we will have normal service resumed as soon as possible. Kind regards, Air Courier International |
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Boston and London Dear Customer, Please note the following: 1. Boston 2. London Parliament Square Clearly this is going to cause significant travel problems, as the extent of the closures is very large. We will attempt all collections, but if you are in or around the areas of road closures, it is possible that we may not be able to access your area to collect. The situation is subject to change, and TfL have not confirmed timings of road openings yet, not have they published a complete list of further road closures (there will be more closures around the streets already published above). As such, we will be at the mercy of the police and local officials in terms of when and where we can collect from tomorrow. We will be doing our utmost to ensure no delays are incurred however, and please follow us on twitter (www.twitter.com/AirCourier) for further up to the minute updates tomorrow. Kind regards, Air Courier International |
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Weather Update Northern Europe Bad weather continues to affect deliveries to Northern Europe, and our material from Friday for Amsterdam, Brussels and Paris is still stuck in a queue in Folkestone in Operation Stack. We cannot bring it back to London and are just having to wait until authorities bring us on board. Yesterday's material was sent in a smaller vehicle to avoid the lengthier queues, and arrived (albeit late) into Paris at 13:30 today. We are keeping affected customers informed directly, but please follow us on twitter www.twitter.com/AirCourier for up to the minute information. Kind regards, Air Courier International |
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Weather Delays - Western Europe Dear Customer, Please be advised that adverse weather conditions are causing delays across France, Belgium, Luxembourg and The Netherlands. Last night's material both direct to Paris Brussels and Amsterdam, and via the integrator hub at Leipzig, is still not arrived at delivery depots (as advised individually to affected clients) and is not expected until tomorrow, weather permitting. If weather continues as per last night, we expect the same issues this evening. Again, individual shippers will be notified if this is the case, but this is a general warning of the problems currently being experienced. You can receive up to the minute news on our affected services by following us at www.twitter.com/AirCourier If you have any queries, please do not hesitate to contact us. Kind regards, Air Courier International |
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Delays in South West Central London today Dear Customer, As you will no doubt be aware, a major incident in Vauxhall (a helicopter has crashed into a high rise buiding and crashed onto the road below) has closed the entire area. We are expecting this to impact on traffic around the whole area and also a wider area as there are so many closures in place which are likely to remain for some time. We will keep you updated, but some delays to collections and deliveries, especially in those immediate and surrounding areas, can be expected. Kind regards, Air Courier International |
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Industrial Action - Europe, 14th November Dear Customer, Please be advised that many countries across Europe are subject to delays tomorrow, Tuesday 14th November, as a result of industrial action and anti-austerity demonstrations. These demonstrations are likely to focus on city centres, and will therefore lead to medium to severe traffic problems in affected areas. So far, we are aware of general strikes or possible strikes in Spain, France, Greece and Portugal. There is also a "European Day of Action and Solidarity" scheduled to start from 22:00 tonight until 22:00 tomorrow, which has been called for by ETUC (European Trade Union Confederation). We have no firm information on which countries or sectors will take part, but we are generally lead to believe by most European partners that disruption is expected. We will endeavour to update you on your individual shipment status, but if you have any concerns, please do not hesitate to contact us on 01753 561300 or at cs@aircourieruk.com. Kind regards, Customer Service Department Air Courier International |
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Hurricane Sandy Dear Customer, Please be advised that we anticipate delays along the US East Coast today and for the next few days, as Hurricane Sandy is due to make landfall over the next 12 hours or so near New York/New Jersey. It is already affecting many areas due to it's size (approximately 520 miles wide) and states of emergencies have been declared in several East Coast states. Some 375,000 people have been ordered to evacuate in the New York City/Lower Manhattan area alone. New York's public transport system was shut down at 19:00 local time Sunday evening and remains closed today, with many workers expected to stay home, and schools being closed. Flights from London to East Coast airports including JFK, La Guardia and Newark have been cancelled today, and as such our direct services are suspended until this situation changes. Servies via Memphis remain in place at the moment, although clearly the final leg to the East Coast will also be subject to the opening of local NY airports. We will endeavour to keep you informed as the situation changes, but please feel free to contact us for queries relating to any individual shipments. Kind regards, Air Courier International |
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Telephone Lines - Service Resumed Dear Customer, Further to our earlier communication, BT have now resolved the line fault and all lines are operating normally. Kind regards, Air Courier International |
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Telephone Line Fault at Air Courier International Dear Customer, Please note that we have a BT line fault at our main offices, meaning we cannot dial out. We have put a temporary divert out to an emergency number, so that we can receive your calls whilst BT fix the fault, but this has limited coverage. Wherever possible, please send all queries via email to this email address, and we will respond as quickly as possible. If you do need to call and the line is busy, please leave a voicemail and we will respond as soon as possible. As soon as the issue is resolved we will send an update email. Please accept our apologies for any inconvenience this may cause. Kind regards, Air Courier International |
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Service Update; Olympics, Ferragosto Dear Customer, Olympics Update: We have pushed back the earlier close-outs by half an hour, so in general this means we are collecting only half an hour before we normally do. We still have to review this on a daily basis as events close certain parts of the Capital and put strain on traffic in different regions, but importantly, we are still getting everything on it's way to destination each night. Italian Holidays: IT Issues: We hope you are all enjoying the Olympics, and thank you for your patience during the recent issues. Kind regards, Darren Winter Air Courier International |
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Night Service * IMPORTANT MESSAGE* Dear Customer, Please note that today's ADSL issues with BT have had a knock on effect with our night telephone service, which has lead to us being unable to switch on the program. As such, if you require our services or assistance between the hours of 19:00 and 08:00, please email us at cs@aircourieruk.com and we will come back to you as soon as possible - this mailbox is being monitored overnight. We will advise you as soon as this issue is resolved. Kind regards, Air Courier International |
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30 July 2012 Dear customer, Please be advised that due to service issues at BT, we have been without internet from Saturday evening at about 22:00 until this morning at 10:30. We are slowly receiving emails now, but it is possible that any sent over the last 2 days may have been lost. As such, if you have sent us an important email during the above period, please can we ask you to re-send it now in order we are absolutely sure it has been taken care of. Kind regards Air Courier International |
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20 July 2012 Dear Customer, Please note that today is the start of the Islamic Holy Month of Ramadan (20th July - 19th August). All companies in the Middle East and in Muslim countries will close at 1400-1500, and all government offices will close at 1300. Due to these shorter working hours, please expect some delays to deliveries during this important period in the Muslim calendar. Kind regards Customer Service Department |
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24 February 2012 Dear Customer, Our internet booking service is now back up and running. We apologise for any inconvenience caused during this brief service interruption. Kind regards, Customer Service Department |
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24 February 2012 Dear Customer, Please note that our web booking service is currently down. Our IT team is working on getting it back up and running as soon as possible, and we will keep you advised. In the meantime, if you wish to get a booking completed, please email the details to cs@aircourieruk.com and we will forward you a waybill as soon as possible. There is a general transport strike in Italy today, and there have already been cancelled flights as the airports are not running normally. Delays are to be expected today to all points in Italy. Best regards, Customer Service Department |
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01 December 2011
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31 October 2011 Dear Customer, Please be aware that we are expecting delays into areas of the North East USA due to the very heavy snowstorm that has hit this weekend. Some parts of Massachusetts experienced over 27 inches of snow and some 3 million homes are without power from Maryland to Massachusetts - for many this will last several days. States of emergency have been declared in New Jersey, Connecticut, Massachusetts and parts of New York State. Clearly many parts of the above areas will be undeliverable for a while, but we will keep you informed should your individual deliveries be affected. Further, please note that as British clocks have gone back, but US clocks have not, our late collection for New York next day service is subject to delays for the next week (US clock go back on the 6th November - overnight next Saturday night/Sunday morning). Effectively the time difference between New York and London is just 4 hours this week, which means our morning flight arrives an hour later. We will attempt to make deliveries where possible, but if you have any urgent next day requirements, please do let us know in advance in order we can make special arrangements. Kind regards Air Courier International |
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22 September 2011 Dear Customer, Please be advised that disruption to deliveries in Singapore is likely between now and Monday as Formula 1 sets up camp for this weekend’s Singapore Grand Prix. There are significant road closures in place as of today, and in particular, please note that the below roads will be virtually impossible to access due to security closures:
If you have concerns about individual deliveries, please do not hesitate to contact us, but we will endeavour to keep all delays to a minimum and keep you informed on a job by job basis as usual. Kind regards, Air Courier International |
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14 September 2011 Dear All, I'm pleased to inform you that further to our earlier communication, BT have now corrected the exchange fault, and our phone lines are working normally again. Please accept our apologies for any inconvenience caused. Kind regards Darren Winter |
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14 September 2011 Dear Customer Please be advised that we have a fault on our telephone line and we are unable to dial out, and an engaged tone is heard when trying to call us. BT are working on this issue for us now, but in the interim, please contact us by email at cs@aircourieruk.com - we will reply very quickly - or in an emergency please call 07766 050512, 07909 224210 or 07734 057683 as a temporary measure. We will let you know as soon as everything returns to normal, and in the interim please accept our apologies for any difficulties you may have in reaching us. Kind regards, Air Courier International |
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22 July 2011 Dear customer, Please note that we may have delays to some shipments in Oslo today due to a very large explosion close to the Prime Minister’s offices. All roads into Oslo have been closed, and there is extensive damage to the immediate and surrounding areas. As we receive detailed information on shipments affected, we will pass this on to you individually. Whilst the situation is clearly developing and facts on the ground are sketchy, there is potential for further delays next week as security will likely be stepped up and a fairly extensive clear up operation will be necessary. Again, we will keep you updated as we get information. Kind regards Air Courier International |
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13 June 2011 Dear all, With apologies for it’s lateness, please find June’s worldwide holiday list attached for your information. Kind regards, Air Courier International |
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24 May 2011 Dear Customer Please be aware that collections in Central London are subject to delays today due to road closures and the resulting heavy traffic brought about by President Obama’s visit. We will endeavour to keep any delays to a minimum, and should we be experiencing any severe difficulties, we will contact you directly. You will have no doubt seen in the news that another Icelandic volcano (Grimsvotn) has been erupting this week, and the ash cloud has reached Scotland , Northern England and Northern Ireland . Flights are currently disrupted across Scotland , with BA cancelling all flights to and from the Glasgow , Edinburgh and Newcastle until 1900 GMT, and other airlines taking varying degrees of other measures. We utilise airports in the South of England for nearly all our exports, and at present we do not anticipate any delays over the coming 24 hours. However the changing weather could affect this, and we will be keeping a watching brief. We will keep you updated if the situation worsens, and will also let you know our contingency plans if this becomes necessary. If you do have any questions or concerns, please do not hesitate to contact us by return or on 01753 561300. Kind regards Air Courier International |
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10 May 2011 Dear Customer Please be advised that a National Strike has been called in Greece for May 11th (tomorrow). We expect all outbound and inbound flights to be cancelled as a result, and all deliveries to be delayed. If you have any concerns about individual shipments, please do not hesitate to contact us. Kind regards Air Courier International |
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11 April 2011 Please note that we are experiencing significant problems in reaching our clients in the West End of London currently due to anti-nuclear demonstrations around Hyde Park and Park Lane. Grosvenor Place is currently closed. Marble Arch, Hyde Park Corner, Victoria and all nearby roads are experiencing exceptionally heavy traffic. If you are in these areas and have a collection booked, please bear with us as we prioritise collections as best we can. Kind regards, Air Courier International |
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21 March 2011 Dear Customer, As you probably would imagine, our service reinstatement to Libya has now had to be withdrawn once more, given the no-fly zone imposed on Friday and currently being enforced by Nato. We will advise once again when we are able to resume services. Kind regards, Air Courier International |
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18 March 2011 Dear Customer, We are delighted to advise that we are resuming our express service to Libya for documents and small parcels with immediate effect Despite the ongoing unrest in Libya, we are able to provide door to door delivery services to Tripoli, albeit via Malta until direct flights from Heathrow resume. Please note that we are unable to offer any form of time definite service since much of Libya is still closed and many areas have restricted access. This being the case, the service will only be available for deliveries in and around the Tripoli area at present. Confirmation of delivery of consignments will be available but again this information may take longer than usual to be relayed. Due to restricted flight access, shipments will be carried from Malta to Tripoli on Fridays and Mondays only, and delivery should take place 1-2 days after arrival subject to customs formalities. Please note the below prices, which supersede ALL current tariffs whilst this situation exists. Any shipments tendered to us for Tripoli will be billed at these rates. We appreciate these prices are very high, but given the unorthodox routing we have to now take, they are sadly unavoidable.
Please also note the following:
Should you have any queries, please do not hesitate to contact our customer service team. Kind regards, Air Courier International |
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15 March 2011 Dear customer, We have plenty to update you on, so please be advised of the following: Japan. Undoubtedly you will have seen the news about Japan, and the following is the current situation for deliveries (although this is subject to change at very short notice given the uncertainty over both nuclear situation and the likelihood of a further large earthquake in the region). The north and north eastern area of Japan is now completely inaccessible by road and with some local airports being severely damaged, services and communications to these regions are effectively suspended until further notice. We will continue to monitor this closely and will let you know as and when we can start making deliveries to the area again. Please note; any shipments we do receive for this region will be shipped where possible and held locally in Tokyo until we are able to gain access to the area. On a more general note; we’ve been informed that clearances at Narita Airport (Tokyo) are likely to experience delays in the coming days. Whilst the infrastructure for Tokyo and almost all areas to the south of Japan is largely unaffected, we have been advised to expect clearance delays as power is being rationed and the situation is changing almost hourly. Further, BA have not been able to supply a courier for our flight for 2 days, and we are supplying our own at the moment. Again, this has potential to lead to delays, and we will keep you informed on a job by job basis. Libya. Services remain suspended whilst the current civil unrest and fighting continues. Bahrain. Services are suspended as the country has imposed a three-month state of emergency, and has invited army forces to assist in controlling and dispersing the ant-government protests. Western governments are advising against all travel to the country and the BBC reports that the financial district is now a complete no-go zone. Oman. Please note service to the following areas has been suspended due to civil unrest in Oman: 1. Sohar – Port area captured by Military, who were not issuing passes – we will be unable to complete deliveries & collections until they resume issuing passes. Lebanon. * (Action Required) Please note that customs in Lebanon have advised that effective 1st April 2011, for all non-document courier shipments into the country, the customs (commercial) invoice MUST show the commodity code for the items enclosed, regardless of value. As this system will be enforced by fines, all non-document shipments received by us without commodity codes for Lebanon will be held until the correct code is sourced and the customs invoice re-produced correctly. If you have urgent shipments for Lebanon and wish to avoid delays, commodity codes can be found at the government’s Business Link website. In what is a very unsure time around the globe, we will continue to keep you up to date on events that affect your shipping needs, but please do not hesitate to contact us for any issues not covered in our bulletins. Kind regards Air Courier International |
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21 February 2011 Dear Customer, Please note that due to continuing unrest in the Middle East, the following applies: Libya – Service suspended until further notice. We are unable to retrieve and deliver shipments already tendered that have not been delivered, but will endeavour to do so when the situation stabilises and it becomes safe to do so. Bahrain – Service is still running, but subject to delays in transit in and out of Bahrain. Communications are also poor, and day by day we are unable to predict areas into which access may be restricted. Iran and Iraq – both countries are experiencing protests and civil unrest, and this is affecting all services in and out. Again, communications are poor, but we will endeavour to keep you updated in regards to individual shipments. Additionally, please note the following: South Africa – there is strike action in the country which is affecting services and leading to delays. Notifications will be sent for individual shipments. Tanzania – some delays are still being experienced following last week’s bombing. Kind regards Air Courier International |
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31 January 2011 Dear Customer, Given the situation in Egypt and Tunisia at present, we have suspended service to both destinations. Flights to Egypt have been cancelled, and tourists are being evacuated, meaning there is currently no service. We are also having difficulty in reaching our counterpart in Cairo. In Tunisia, the only delivery service available by law for the last 2 decades has been the state owned post office, and as there is so much uncertainty over the country’s future, we cannot at this time give any clear indication of when services will be running again. In both cases we will endeavour to bring you updates as soon as they become available to us. Kind regards, Air Courier International |
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