COVID-19 Update - 01 September 2020

September 1, 2020
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COVID-19 Update - 01 September 2020

September 1, 2020

Our dedicated same day delivery services are operating as normal and we recommend this service for all time-critical items.

We are observing social distancing and following Government COVID-19 Risk Management Guidelines and on occasions, this may lead to delays within our overnight and international delivery operations.

We have adopted no contact collection & delivery practices for the safety of customers and our team and we are still experiencing higher volumes of deliveries than normal. We are continuing to deliver your parcels using best efforts during this time, and we have also had to suspend some of our services and our service guarantees to ensure we keep you, our customers and our people safe. As always, we are committed to providing the best possible service that we can in these extraordinary circumstances.

We would like to thank you as a business for your continued support, patience and understanding and hope that you and your loved ones remain safe and well.

COVID-19 Update - 13 July 2020

July 13, 2020
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COVID-19 Update - 13 July 2020

July 13, 2020

Our dedicated same day delivery services are operating as normal and we recommend this service for all time critical items. We have adopted no contact collection & delivery practices for the safety of customers and our team.

We are still experiencing unprecedented volumes in our overnight network and whilst we are continuing to deliver your parcels using best efforts during the COVID-19 pandemic, we have also had to suspend some of our services and our service guarantees to ensure we keep you, our customers and our people safe. As always, we are committed to providing the best possible service that we can in these extraordinary circumstances.

Whilst efforts are underway to relax the lockdown in some areas and it may appear that things are returning to normal, we are still facing challenges delivering your overnight and international parcels. On occasions, you may experience delays to deliveries of your shipments and we thank you as a business for your patience and understanding. Although our depots are open, we are focusing on ensuring that our deliveries are made on time, so please only use them where absolutely necessary in order to protect both our people and you our customers as much as possible.

We would like to thank all our customers for your support at this challenging time and we really do appreciate your loyalty.

COVID-19 Update - 28 May 2020

May 28, 2020
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COVID-19 Update - 28 May 2020

May 28, 2020

The COVID-19 pandemic is currently impacting on the service standards being provided by our overnight parcel delivery service partners. As a result, we are experiencing service delays for domestic shipments to some areas of the United Kingdom. We are working hard to reduce these delays, but due to increased volumes and surge in demand for B2C and non-conveyable consignments, please be aware that service times may be impacted. Customers are also reminded that our same day services are available for time-critical shipments across the United Kingdom and EU.

COVID-19 Update - 18 May 2020

May 18, 2020
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COVID-19 Update - 18 May 2020

May 18, 2020

We’re Here to Help

In these challenging times, we hope you’re staying safe and well and are able to continue with your business activities.

Our ongoing services and the functioning of our network and service partners is critical to moving these essential items and supporting the incredible work being done to combat the Coronavirus (COVID-19) pandemic. We will continue to update our customers on a regular basis providing the latest information on impacted services and delivery operations.


May Bank Holiday Operating Schedule

Our customer services team will be available as follows over the May Bank Holiday Weekend. For full details of our operating schedules please check the downloads section of our website:-


 Friday 22 May 2020 . . . . . . . . . . 08:00 – 18:00


 Saturday 23 May 2020 . . . . . . .  08:00 – 12:00


 Sunday 24 May 2020 . . . . . . . .  Closed


 Monday 25 May 2020 . . . . . . . . Closed


 Tuesday 26 May 2020 . . . . . . . .08:00 – 18:00



Keeping Everyone Safe

The safety of our team and customers is our absolute priority. We want to assure you that across all Priority Express sites, this is taken extremely seriously. Our people are asked to maintain a social distance, use hand sanitisers and practice good respiratory and hand hygiene. We are also providing all operational staff with protective equipment to use at their discretion.

We are encouraging all customers to use our Leave Safe service for lower value goods and have also adopted a contact-free service for all deliveries. This means that our drivers stand at least 2m (6 feet) away from the recipient at all times, with a digital record kept of the release details, removing the need for contact between couriers, scanners and parcel recipients.


Finance & Customer Accounting

We appreciate that this is a difficult time for all businesses, however we need to request that you adhere to your usual payment terms please.

Our business has been adapted to meet government guidelines, including social distancing and contact-free delivery. Safeguarding our team and our customers whilst meeting high demand is only sustainable by applying strict payment terms, and where applicable advance payment for customers hipping higher volumes.

Standard payment terms are 30 days from date of invoice, with invoices issued on a weekly basis.  As always, we are unable to offer extended credit terms and regret to advise customers that non-payment will result in immediate suspension of credit facilities.


Thank You

We would like to take this opportunity to thank all of our customers for their continued loyalty and support during the COVID-19 pandemic. We really do appreciate your support, understanding and co-operation during these challenging times.


Neil Havill

Managing Director

COVID-19 Update - 28 April 2020

April 28, 2020
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COVID-19 Update - 28 April 2020

April 28, 2020


We're doing all we can to assist our customers during these challenging times, to minimise disruption and provide you and your customers with the best possible collection & delivery service



We’re Here to Help

In these challenging times, we hope you’re staying safe and well and are able to continue with your business activities. The safety of our people and customers is our absolute priority. It’s also incredibly important that we continue to provide our usual high standard of service, as we know many customers are dependent on us for the truly essential items we carry, including medical supplies, personal protective equipment and supplies for remote workers.

I would like to update you on how Priority Express is adapting our usual working arrangements to continue serving you and your customers during this time.


Supporting our NHS Heroes

Please be advised that we will be observing a minute’s silence today at 11am to remember those NHS and Key Workers who have made the ultimate sacrifice whilst working on the front line to fight the Coronavirus pandemic. We would ask for your co-operation and understanding during the minute’s silence and make your staff aware that telephones and enquiries across all departments will not be answered between 11:00am and 11:01am.


PEX 24-7

As part of our continued development, we are planning to launch a same day courier service which will operate outside normal office hours. This dedicated service will operate between the hours of 6pm and 8am Monday to Friday, weekends and Bank Holidays and customers will have access to a special 24-7 number for service around-the-clock. If you would like further information about this service, please email customercare@priorityexpress.co.uk and a member of the team will contact you to discuss your requirements.


Customer Services During the Covid-19 Pandemic

We'd like to remind you that our customer service teams have been quickly mobilised to work from home where possible and we are continuing to operate with customer services staff working remotely and at your local depot.

We are still able to take phone calls as usual of course, but during these busy and challenging times, we would really appreciate it if you could track your consignments online before contacting our customer service team. We have a variety of ways for you and your customers to track parcels and check for status updates - just call us at any time if you require any further assistance or guidance with booking or tracking online.


Is it safe to handle packages shipped with Priority Express?

The World Health Organisation (WHO) has already confirmed the handling post of parcels is 'low risk' and this is supported by HM Government. We are, of course, continuing to adopt no contact collection & delivery services, whereby couriers stand at least 2m away the shippers and recipients of parcels at all times. However, as an added precaution we would recommend that recipients of parcels recycle or dispose of all external packaging and then wash their hands thoroughly for at least 20 seconds after handling packages regardless of the source.


We hope that you and your loved ones remain safe and well, please don’t hesitate to contact us at any time for further information or assistance.


Neil Havill
Managing Director
 


COVID-19 Update - 15 April 2020

April 16, 2020
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COVID-19 Update - 15 April 2020

April 16, 2020

We're doing all we can to minimise disruption and provide you and your customers with the best possible service.



Bristol & Bath Depots


Live Fish

Due to service disruption at a small number of depots, we are sorry to advise that we cannot accept live fish for transit via the APC Overnight service until further notice. For the welfare of the live fish, it is best they remain with the sending customer until such time as we can guarantee delivery within 24 hours to all areas of the UK Mainland. If you wish to ship live fish please call your local depot for further assistance.

Overnight & International Service Disruption


Due to the enforcement of social distancing measures at Priority Express and service partner depots, and increased volumes of fragile, perishable and liquid consignments, we are experiencing delays to some consignments.

The majority of overnight and international shipments are being delivered on time, however we are experiencing sporadic service issues in some areas. Our same day services are unaffected and remain the most efficient and reliable delivery option for mission critical or time-sensitive deliveries. As always, we will endeavour to contact all clients to advise of delays and no further action will be required on your part.

Customers are respectfully reminded that our normal service guarantees are void during the COVID-19 pandemic and no credits or upgrades will be available in accordance with network policy, and we would like to apologise for any inconvenience caused.


We hope that you are able to stay safe and keep well.

COVID-19 Update - 9 April 2020

April 9, 2020
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COVID-19 Update - 9 April 2020

April 9, 2020


We’re Here to Help

In these challenging times, we hope you’re staying safe and well and are able to continue with your business activities.

The safety of our people and customers is our absolute priority. It’s also incredibly important that we continue to provide our usual high standard of service, as we know many customers are dependent on us for the truly essential items we carry, including medical supplies, personal protective equipment and supplies for remote workers. The functioning of our service and partner networks is critical to moving these essential items and supporting the incredible work being done to combat the Coronavirus (COVID-19) pandemic.

I would like to update you on how Priority Express is adapting our usual working arrangements to enable continued support during this time.


Operations

We are encouraging all customers to use our Leave Safe service for lower value goods and have also adopted a contact-free service for all business-to-consumer (B2C) deliveries. This means that our drivers stand at least 2m (6 feet) away from the recipient at all times, with a digital record kept of the release details, removing the need for contact between couriers, scanners and parcel recipients.

We are currently experiencing high demand due to the COVID-19 pandemic, which has resulted in a substantial increase in online shopping and deliveries to residential addresses. As in previous years, we expect a further increase in demand  during the week following the Easter bank holiday weekend.

Whilst we have additional resources in place at our depots and our partner networks, the need for social distancing and limited space at all operating centres means that we cannot process an unlimited number of consignments. We therefore expect service standards to be challenged for next day consignments shipped between Tuesday 14 April and Thursday 16 April 2020.

Whilst we will continue to accept consignments on these days, we cannot offer upgrades or refunds for late deliveries and as always, would recommend our dedicated same day services for mission critical shipments.



Customer Service

Our customer service teams have been quickly mobilised to work from home where possible. We have customer services staff working remotely and at your local depot, and we are still able to take phone calls as usual. However, during these busy and challenging times, we would really appreciate it if you could track your consignments online before contacting our customer service teams. We have a variety of ways for you and your customers to track parcels and check for status updates.


If you make your bookings online using the APC New Horizon platform, this is also the best way to track consignments. Simply use the handy tracking button whenlogged into your account. If you need any help for this, or want to start making your bookings online, please contact us.

If your customers or the recipients want to track parcels, or if you want to get an ETA (Estimated Time of Arrival) we recommend APC Pin Point - all you need is the seven-digit consignment number and the delivery postcode.

If you are unable to get the answers you need online, please email customercare@priorityexpress.co.uk. We will normally respond to your email within 30 minutes during office hours, which are 08:00 – 18:00 Monday to Friday, excluding bank holidays.

You can also contact us via our website using webforms or live chat, this link also includes the local contact number for your depot where our local customer services teams are available to assist you.


Finally, I would like to make you aware that the Customer Service team will no longer be available on bank holidays. However, our depots will be manned by an operations team and drivers who will continue to make deliveries in accordance with our Easter Bank Holiday Operating Schedule which is available for your reference on the downloads section of our website.


Finance & Customer Accounting


Our Finance and Customer Accounting teams were also quickly mobilised to work from home. We appreciate that this is a difficult time for all businesses, however we need to request that you adhere to your usual payment terms please.

Our business has been adapted to meet government guidelines, including social distancing and contact-free delivery. Safeguarding our team and our customers whilst meeting high demand is only sustainable by applying strict payment terms, and where applicable advance payment for customers hipping higher volumes.

Standard payment terms are 30 days from date of invoice, with invoices issued on a weekly basis.  As always, we are unable to offer extended credit terms and regret to advice customers that non-payment will result in immediate suspension of credit facilities.

Is it safe to handle packages shipped with Priority Express?


The World Health Organisation (WHO) has already confirmed the handling post of parcels is 'low risk' and this is supported by the GOV.UK website which has stated;-

“Staff should continue to follow existing risk assessments and safe systems of working; there are no additional precautions needed for handling post or packages”.

However, as an added precaution we would recommend that all recipients of parcels wipe down packages with anti-bacterial wipes and wash their hands thoroughly for at least 20 seconds after opening parcels and disposing of the external packaging.

We want to assure you that across all Priority Express an APC Overnight sites, this is taken extremely seriously. Our people are asked to maintain a social distance, use hand sanitisers and practice good respiratory and hand hygiene. We are also providing all operational staff with protective equipment to use at their discretion.

We would like to take this opportunity to wish you a Happy Easter and a safe and healthy bank holiday weekend from all of the team here at Priority Express and across the wider APC Overnight network. We really do appreciate your support, understanding and co-operation during these challenging times.

COVD-19 Update - 31 March 2020

March 31, 2020
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COVD-19 Update - 31 March 2020

March 31, 2020

We're doing all we can to minimise disruption and provide you and your customers with the best possible collection & delivery service.


Due to the enforcement of social distancing measures at our depots and National Sortation Centres and increased volumes of fragile, perishable and liquid consignments, we are experiencing delays to some consignments.

We are sorry to advise that a small number of consignments are subject to a 24 hour delay at our National Sortation Centres in Cannock and Essington due to operational issues. We will endeavour to contact all clients to advise of delays and no further action will be required on your part.

Customers are respectfully reminded that our normal service guarantees are void during the COVID-19 pandemic and no credits or upgrades will be available in accordance with network policy, and we would like to apologise for any inconvenience caused.


We hope that you are able to stay safe and keep well.

COVID-19 Update - 24 March 2020

March 24, 2020
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COVID-19 Update - 24 March 2020

March 24, 2020

We have implemented a number of measures in response to COVID-19 to ensure we protect our customers and the Priority Express team.

Service Status

We are experiencing high demand for our collection & delivery services at the present time. UK services are operating normally but we are experiencing some delays to international shipments.

COVID-19 Service Updates

Please find below service updates which refer to our Bristol and Bath depots and the APC Overnight network. Our Cardiff depot utilises a number of major UK and international carriers so for information about service limitations, please email customercare@priorityexpress.co.uk

Leave Safe Service

We are encouraging all customers to ship on a leave safe basis – please visit our downloads page for useful guides to setting up your shipping process, so that parcels can be left without a signature.

Collect From Depot Option Suspended

To decrease the number of visitors to our depots,we will be suspending the collect from depot functionality within APC Called, re-deliveries can be arranged but not a collect from depot option. Customers are encouraged to advise their own clients that this service is currently not available. Notices will be posted at all depots with immediate effect.

Increase to 3 x Re-Delivery Attempts

We are experiencing a higher percentage of succesful deliveries to residential addresses due to increasing numbers of the UK population working from home. As we have temporarily suspended the "collect from depot" option however, we will now be making up to three delivery attempts to help ensure we get important documents and parcels to the consignee. This service feature is being provided at no additional charge to our cleints.

Suspension of Live Fish & Bees Movements

With immediate effect we are will no longer beaccepting Live fish / bees for shipping via the APC Overnight network. Customers are advised that we are implementing this as delays may be experienced in this service at the present time.

Suspension of Same Day Pick-Up Requests

To ease the pressure on delivery drivers, we will be suspending same day pick-up requests (PUR’s) with effect from Wednesday 25 March 2020. Customers are advised that we will be implementing a change to the New Horizon booking platform and in the interim, all customers are advised that all PURs are for next day collection only.

Consignments for ‘Closed Businesses’

Due to the increasing numbers of business closing on government advice, we will now be arranging to return to sender (RTS) any shipments which cannot be successfully delivered. This is to prevent a build-up of shipments on hold at depots.

Non-Account Customers

To decrease the number of visitors to our depot, we have suspended the option for customers without an account to call into our depots and pay by debit or credit card. Instead, we would encourage non-account customers to use our web based booking services. Please call your local depot for more details.

We're doing all we can to assist our customers during these challenging times, to minimise disruption and provide you and your customers with the best possible collection & delivery service. We hope that you and your loved ones stay safe and well.


COVID-19 Update - 20 March 2020

March 20, 2020
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COVID-19 Update - 20 March 2020

March 20, 2020

Service Status


We are experiencing higher volumes than normal at the present time with some delays.  However, all depots are open and operating normally.


COVID-19 Service Updates

  • Contact free delivery is now our standard process and customers will not be asked to sign our handheld units. You’ll still get full track and trace functionality.

  • We are encouraging all customers to ship on a leave safe basis – please visit www.priorityexpress.co.uk/downloads to find out how to set-up your shipping process so that parcels can be left without a signature.

  • We are creating extra space for drivers to sort parcels and load their vans. This means that our morning process will take a little longer and so we have temporarily suspended our next day before 9am service until further notice.

  • We are making arrangements to re-deploy staff from one role to another as required. For example, couriers who are able to undertake operations roles in depots if required are undergoing additional training and support.

  • Home working is being undertaken for roles that can work from home. We're also introducing rotas for managers and supervisors at our depots to help minimise unnecessary contact and create social distancing for those that do have to come to work.

  • Cleaning has been increased throughout the business as a preventative measure, particularly on hand-rails, door handles, handling equipment and kitchen areas.

We're doing all we can to assist our customers during these challenging times, to minimise disruption and provide you and your customers with the best possible collection & delivery service. We hope that you and your loved ones stay safe and well.

COVID-19 Update - 15 March 2020

March 15, 2020
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COVID-19 Update - 15 March 2020

March 15, 2020

We recognise the trust you place in us when we collect and deliver urgent parcels for your business.

With this in mind, I wanted to write and assure you that our collection & delivery services are still operating. I would also like to update you on the actions we are taking to keep you – and our team members – safe amidst the Coronavirus (COVID-19) outbreak.

We are giving our team members facts about COVID-19 and reminding them to follow simple but effective steps to keep them safe. This includes new collection and delivery procedures, which have been amended to meet social distancing best practice and frequent hand washing. We are disinfecting our facilities and equipment as appropriate and as always, we are encouraging our team members to act immediately as soon as there are any signs of illness.

The extra precautions we are taking means that the process of collecting and delivering parcels is taking longer, and we also anticipate that we might need to operate with lower staff numbers due to illness. On this basis we have suspended our next morning before 9am service and we are unable to provide downgrades or refunds for delayed deliveries during the current crisis.

In light of the COVID-19 outbreak, you may have wondered “Is that package safe to touch?” The WHO has answered that question for us. They’ve made it clear that it is safe to handle a package, even if it comes from a place where the virus has been reported.

We're doing all we can to assist our customers during these challenging times, to minimise disruption and provide you and your customers with the best possible collection & delivery service. We hope that you and your loved ones stay safe and well.