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Friday, May 14, 2021

Qatar residents express frustration with delayed shipments

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Amazon package

Renewed enforcement of customs requirements that were first put into effect in 2011 appear to be holding up recent shipments ordered by several Qatar residents.

Numerous complaints about the delays have been circulating on Twitter this week:

https://twitter.com/zbender/status/468984809017319424

https://twitter.com/KGBFiles/status/468988592820588545

One customer, Ben Haylock, told Doha News that he had ordered a personal package from Amazon to be delivered via a drop shipping service owned by DHL.

He said he finally received his package on Thursday, three days after it landed in Qatar.

Several courier services who spoke to Doha News confirmed that there were package delivery delays, but suggested the problem originated from Qatar’s General Authority of Customs.

However, the Customs department declined to comment to Doha News about any issues.

The backups have prompted some to theorize that the shifting of cargo operations to Qatar’s new Hamad International Airport could be the problem:

HIA soft-launched on April 30 and is slated to open fully to passenger traffic next week.

Couriers respond

When asked about the matter, Jason Vital, customer services contact center executive at shop and ship company Aramex, said they recently received a message from clearance officials asking them to “expect delays due to new procedures.”

Vital hinted that the problem could be due to an online system that a number of couriers have been signing up for the past several months, called Al Nadeeb. The service is affiliated with Qatar Customs’ Qatar Clearance Single Window (QCCSW), which was introduced in 2011.

Al Nadeeb is an electronic system aimed to clear all custom transactions that take place between the General Authority of Customs and all government and private affiliated partners including ministries, shipping and navigation companies, and many more.

Initially, the system only covered items coming into Doha’s port, but by 2013 was expanded to include air shipping, which covers couriers.

The purpose of creating this system was to standardize all custom procedures and speed the completion of transactions, so that approvals can be granted electronically, and importers can conduct follow-ups on custom clearance transactions online.

According to Hukoomi, the clearance window allows registered users anywhere in the world, including trade brokers, importers and exporters, to perform the following activities online:

  • View, modify, activate and suspend users;
  • Access customs data and records;
  • Make duty payments;
  • Complete customs paperwork, including customs declaration and manifest; and
  • View and modify company details.

So far, all courier companies including Aramex, FedEx, UPS and DHL are registered with Al Nadeeb. However, the clearance issue persists because shipping companies are still unfamiliar with the processes, one courier company suggested to Doha News.

Separately, Vital said that Aramex customers have been informed of delays, adding, “Right now, this issue is beyond our control because we have done our part.”

Meanwhile, Nael Attiyat, country manager of DHL Qatar, said that his company has not received any complaints about delays:

“There are currently no problems at DHL as we are fully registered with Al Nadeeb, and we make sure to contact our customers and to keep in touch with them in case there is anything.”

Have you been experiencing package delays? Thoughts?

13 COMMENTS

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osamaalassiry
osamaalassiry
6 years ago

Got a package through DHL on Thursday, …. wasn’t delayed.

KK
KK
6 years ago

” expect delays due to new procedures” that were implemented in 2011 ???

Michael L
Michael L
6 years ago

No problems with my deliverys with Aramex…. sounds like isolated issues

Pete
Pete
6 years ago

3 packages in last 3 weeks….no delays

Susanne Fornasier
Susanne Fornasier
6 years ago

Delayed package with Aramex. 3 days.

Adam Farhat
Adam Farhat
6 years ago

A shipment with DHL delayed 2 weeks and another with aramex 5 days. Spoke to customer service manager and he explained it’s because customs officers forced them to ise only the new Single Window for clearance all of a sudden. Customs eventually allowed them use the new system along with the old one for a transition period to clear the backlogged shippments for a transition period. The Single Window has been in place for a while but only forced on freight companies and not courriers.

Khalid A. Dawoud
Khalid A. Dawoud
6 years ago

Mr. Nael attiyat is either misinformed or hiding the truth….i have 2 packages coming through DHL…. 1 was 3 days late and the other is still stuck at customs…. A fact which i found out by continuously contacting DHL untill 3 phone calls later they told me whats going on….. No one called me to inform me of the situation….

SokhnaFan2010
SokhnaFan2010
6 years ago

Slow news day DN………………..??

Diego
Diego
6 years ago

This has happened several times over the past 4 years.Each time its shrouded in mystery,no information and much like having tickets to one of the high profile football games.

Abdulaziz Al-Sulaiti
Abdulaziz Al-Sulaiti
6 years ago

Received two packages via FedEx in the past week, along with 3 others from Aramex. No delays, two of the shipments contain medical supplements and they were not delayed at all I just had to pick them up from HMC.

??

Observant One
Observant One
6 years ago

Paid 330 riyals with DHL to send 2 pages of A4 paper documents to Australia. Absolute rip off. Never again.

dubious
dubious
6 years ago

What’s a week or so delay between friends when it can take 3 months for normal air-mail to get here!

Salameeh
Salameeh
6 years ago

Send a package from Sharjah to Doha on Wednesday, 14th, booked 24hours service with FedEx, package came out of customs on Wednesday 21st around 2.30pm…apparently this was only for Courier companies, not for freight companies – i had shipments with freight companies that got cleared. As per explanation from FedEx, their programmed computer program don’t wanted to talk to the customs computer program…FedEx reported, that they now extension to clear manually. lets see how long until the next glitch…

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