Dhl Case Study

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4.3 Delivery speed and transit time of DHL is easier influenced by destinations’ public holiday

There is a commonly bottleneck during international express companies. DHL operates on a transnational basis, and DHL provides express service around world, but different countries have different festivals and public holidays, and the factor is able to influence express service delivery speed of DHL, in other word, delivery speed and transit time of DHL which have to subject to the destinations’ public holidays.

Due to DHL provides express services just on workdays, as well as they can not provide services on rest days and public holidays. So, when customers send a package from one country to another country, and if the package arrive at the destination on local public holiday, which will lead to a slowly service delivery speed, and DHL is not able to send the package to receiver on allotted time. For example, a Thailand’s customer send a package from Thailand to China through DHL, but the package arrive at China during the Chinese New Year. In China, the Chinese New Year with seven days public holidays, so DHL cannot provide service during the seven days. In general, transit time of send package from Southeast countries to China which during a period of two to four workdays, but the public holidays lead to a longer transit time which based on nine to eleven days.

When we visited the official website of DHL, we found a provision about “If delay results from uncontrolled factors, DHL will not provide any compensations for customers’ losses”. This issue of public holidays which is belong to uncontrolled factors, hence if customers suffer losses result from the issue, they are able to obtain compensations. The bottleneck may lead to customers’ monetary losses or other types of loss and reducing customer satisfactions, as well as shaping a negative service experience on DHL.