MRS S – Narrow lane delivery

Background

Mrs S contacted Aerona to arrange UK import customs clearance for a shipper’s own container arriving from Australia, followed by delivery from the docks directly to her home. As part of our customs clearing services, we also managed the onward transport once the container had cleared customs.

The Problem

Following successful customs clearance, a well-known transport company was instructed to collect the container and deliver it to the customer’s premises. However, Mrs S’s property was located off a narrow country lane, and the driver refused to proceed, believing that the access track was too restricted for safe delivery.

Our Involvement

Acting as Mrs S’s appointed customs agent, Aerona was immediately informed of the issue by the haulage company. We took responsibility for managing the situation and ensuring that delivery could still be completed without inconvenience or additional cost to the customer.

The Solution

We instructed the driver to return the container to the transport company’s yard to avoid further delay. Aerona then arranged for an alternative haulage provider with more suitable equipment and local experience to collect the container the following day and attempt delivery.

Outcome

The replacement transport company successfully delivered the container to Mrs S’s property without any difficulty. The customer was delighted with the outcome, particularly as the issue was resolved efficiently and professionally.

Lessons Learned

This case highlights the importance of selecting the right transport solution for final-mile delivery, especially for residential locations with restricted access. It also demonstrates the value of using an experienced customs agent who can manage not only UK import customs clearance, but also the practical challenges that can arise after clearance.

Conclusion

Thanks to Aerona’s proactive approach, industry experience, and comprehensive customs clearing services, the shipment was delivered smoothly and without any additional cost to the customer beyond the original quotation. Our commitment to customer care ensured a positive result from start to finish.

For expert support with UK import customs clearance or assistance with a complex delivery, call 0161 652 3443 to speak with one of our customs agents.