agent and van operator may need to know. A shuttle at origin or destination is an example in which the shipper, agent, planner, and van operator all need to be aware as it states that the van operator’s vehicle is inaccessible at origin/destination and that it may require longer loading/delivery time than a “normal” shipment. The planner after reviewing the order in the message system, either accepts the order or questions the account representative on the order. United has a pattern-of-service guideline, which standardizes transit times within the system. In my example it is 4-10 days based on 4000 lbs. during off-peak season.If an agent has a special request on an order, like discount, late registration, or dates, United has a Tonnage Acceptance Group (TAG) which reviews the order and submits the order to the area planner or supervisor for approval/disapproval. This is commonplace especially during the summer months when tonnage is at a premium. However, National Account contracts can specify what the dates are, delay claim shipments, and discount. If a customer is moving an automobile also, they have three options in which to move their vehicle: inside the household goods van, a third party carrier, or by company/agent owned car carriers. However, in discussions with agents and staff, “The biggest reason so many customers request in-van service is because of lack of communication and training on the part of everyone involved in the move.” (Interview with Thomas Nottleman). Shippers should always be kept informed of all the hauling options available to them, and the advantages of shipping their car on car carrier as opposed to in-van service. Sometimes salespeople will just tell the customers what they want to hear instead of going into detail on what would be most beneficial. Customers must convey to the agents that the auto has restrictions such as no windows, does not run, or is an antique aut...
