In the transport industry, one wrong choice can cost you delays, frustration, and a lost client. That’s why, before you hand over a shipment worth tens (or even hundreds) of thousands, ask these 7 specific questions. It’s not nitpicking – it’s looking out for your own business. A good freight forwarding company won’t have a problem with that.
1. Do they have proper licenses and insurance?
This is non-negotiable. If the company doesn’t have a valid forwarding license and carrier’s liability insurance, there’s no point in continuing. Check if they’re listed in CEIDG/KRS, if they hold OCP insurance, and if the details on the invoice match what they tell you over the phone. Even better – ask for scanned copies of the documents. A good freight forwarding company won’t have any issue sharing those.
REMEMBER: no insurance = you bear the risk, not them.
2. What does their network of contacts and routes look like?
A company that “knows the route” and “has its own people” in a given country will handle things faster and better. Ask if they use their own carriers or subcontract the work. And if they have experience with the specific route (e.g., Spain, Scandinavia, or post-Brexit UK).
Ask directly: “How many such shipments do you handle monthly?” That says a lot about their practical experience.
3. Will you have a dedicated contact person?
If you’re getting calls from different people all the time or your request disappears into a general inbox – that’s a red flag. A good freight forwarding company gives you a dedicated contact who knows the case from start to finish and can manage it end-to-end. Having that relationship isn’t a luxury – it’s peace of mind. When things run smoothly, great. But when they don’t – you need to know exactly who to call.
4. What kind of shipment tracking do they offer?
Gone are the days of “the cargo is somewhere, we’re not sure where exactly.” Today, GPS tracking, status updates, and delivery confirmations should be standard. If a company doesn’t provide visibility, they’re hiding something or simply don’t have the tools.
Check if you can log in to their system, get a tracking link, or, at the very least, receive a call like: “The truck entered Germany, ETA 2 hours.”
5. Can they handle your type of cargo?
Not every company can manage ADR, refrigerated cargo, machinery, HDS, or oversized loads. Ask directly: “Have you handled this type of cargo before?” If they hesitate or say “we’ll figure it out somehow” – keep looking.
Good companies are upfront about their strengths. Sounds funny? Maybe. But it’s better to hear “we don’t handle that route” than to lose a client because of guesswork.
6. How do they handle pricing?
Avoid vague answers like “it depends” or “we’ll see later.” A good freight forwarding company clearly outlines what’s included in the price, what costs extra, and what variables might affect the total (e.g., border delays, client changes, detours).
Ask about the extras: what if there’s a delay? What about demurrage charges? What’s the cancellation policy? These are real-life issues. Better to know upfront than argue about it later.
7. What do they do when things go wrong?
Because at some point, they will. The question isn’t if, but when. And when that happens, it matters whether the company:
- picks up the phone,
- handles the issue instead of shifting blame,
- and genuinely looks for a solution – not an excuse.
Ask them: Do you have a crisis plan? Can you contact the driver directly? Who decides on route changes, talks to the customer, and files a complaint?
Don’t choose based on price alone
It’s tempting – but short-sighted. Look for a company that:
- understands your business,
- knows the route,
- communicates clearly,
- takes full responsibility.
A good freight forwarding company is not just an “operator.” It’s a partner. If you already have one, hold on to it. If you’re still looking – ask the right questions. And if the answers make sense, you may have just found the right fit.
Maybe someone from our team will turn out to be that perfect transport partner for you – give us a try.
📩 offer@exportsy.pl
