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Customer Update – Express Import Shipment Delay – 19 December 2023

Express Import Shipment Delays – Johannesburg

Dear Valued Customer,

We extend our sincere apologies for the delays experienced recently with your
import shipments into South Africa. We are extremely grateful for your patience
and understanding during this time.

Over the past several weeks we have had major challenges in receiving freight
from airlines and ground handlers at O.R. Tambo International Airport. This is a
result of peak season volumes and capacity constraints at the airport and with
ground handlers itself. We are in continuous contact with ground handlers and
airline operators to improve the situation, and these discussions are ongoing.
This past weekend has seen considerable progress in retrieving cargo from the
handlers and airlines. Unfortunately, the backlog has still not been cleared. We
are working around the clock to get cargo into our airport facility, processed
and moved into our delivery network across the country. We share your
concerns with the current situation, and we are committed to resolving the
matter as quickly as possible.

As a result of these delays our call centers and online support centers have
been hit with major call and query volumes. Unfortunately, this results in much
longer holding times due to capacity. We ask for your continued patience and
that you check for any new updates on the progress of your shipment online
before reaching out.

You can visit our website on www.aramex.co.za at any time to track your
shipment. You can also track your shipment through our bot chat services on
the website, WhatsApp, Messenger and Instagram DM.

Sincerely,

George Van Der Merwe
Country Manager (MD)
Aramex South Africa (Pty) Ltd

Customer Letter – Express Inbound Delays

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