Service News for Customers

We constantly strive to improve our services to meet the growing needs of our customers. Our operations may be adjusted during public holidays and our service optimized due to changing market conditions.

Current News

Indonesian Custom Clearance Temporary Closure and FedEx Service Hour Adjustment during Festive Holiday Week (Eid al-Fitr Holiday)

Due to the festive Eid al-Fitr holiday week, Indonesian Customs will close all clearance processing on July 28th -29th and will extend its closure for Free Trade Zone only (also known as BC23) until July 31st.

FedEx will adjust its service hours during the festive holiday week from July 28th to August 1st as well. Our temporary arrangements are as below:

  July 28 July 29 July 30 July 31 Aug 1
Pickup N/A N/A Call cut off time 17.00 Call cut off time 17.00 Call cut off time 17.00
Delivery N/A N/A Available Available Available
Self collect at FedEx Station Available Available Available Available Available
Customer Service hour 11.00 – 17.00 9.00-17.00 8.30-18.00 8.30-18.00 8.30-18.00

For more information about your shipment please contact your local Customer Service Team.



Pick up service during holiday period

During the upcoming Obon summer holiday period, heavy traffic congestion is anticipated on major highways and freeways in the metropolitan area. In order to provide you with same-day uplift service without any delay during this period, we would like to seek your cooperation in preparing your packages and making pick-up requests earlier than usual. As traffic conditions generally worsen after August 1, we appreciate your kind assistance particularly during the period August 1 (Friday) through August 8 (Friday) when we anticipate high demand.

Thank you for using FedEx and we look forward to serving you in the future.

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FedEx Launches Award-winning SenseAware; Service for Sensitive Shipments in Asia Pacific

SenseAware powered by FedEx, an innovative web-based application linked to a multi- sensor device that enables customers to stay connected to their most sensitive shipments, is now available in selected APAC markets in Australia, Singapore and Hong Kong.

Developed by the FedEx innovation team, SenseAware powered by FedEx gives customers a new level of visibility and connectivity to critical and sensitive shipments.  It provides access to the vital statistics of a shipment while it is in transit in near real-time and also enables sharing of that information with business partners.

The SenseAware powered by FedEx service can provide:

  • Precise temperature readings
  • A shipment’s exact location
  • An alert if a shipment is opened or if the contents have been exposed to light
  • Real-time data regarding the vital signs of a shipment which can be shared with trusted parties

Initially designed to meet the needs of the life science, biotechnology, pharmaceuticals and healthcare industries, SenseAware powered by FedEx can monitor items that are:

  • Unique or rare — such as samples from clinical trials.
  • Temperature sensitive — such as pharmaceuticals.
  • Light sensitive — such as biological specimens.
  • Time critical or location critical — such as surgical kits.
  • Highly controlled or regulated — such as materials requiring chain-of-custody certification.
  • Bio-hazardous or dangerous — such as bacteria and viruses.
  • Highly valuable — such as medical equipment.

Initially available for shipments only in the U.S., SenseAware can now help customers monitor shipments and inventory in Canada, the United Kingdom, Australia, Singapore and Hong Kong. SenseAware is also targeting further international expansion.

SenseAware powered by FedEx is unique to FedEx and it is the only device and service that lets shippers know and monitor the current location, temperature, light exposure, humidity, and barometric pressure of their shipments.

If you wish to learn more please click here or contact your FedEx Account Executive or Customer Service Team at 0120-003200.

Acceptance of Air Waybills with recipient’s address written in Chinese for HK-SCN shipments

We are pleased to inform you that with effect from September 3, 2012, FedEx will accept Air Waybills with the recipient’s address written in Chinese for shipments from Hong Kong to southern China.

This means you will no longer need to translate the recipient’s address from Chinese into English on your Air Waybills for these shipments.

We hope you will find this a convenient improvement to our service.

Implementation of Warehouse Management System in Eastern China

In order to strengthen control on exports, Pudong Customs in Shanghai introduced the Warehouse Management System (WMS) on August 27, 2012. As a result all export shipments out of Eastern China which require formal declaration must arrive physically at Customs before declaration can take place. In other words all formal entry export shipments on FedEx same-day flights must arrive at the Pudong Customs checkpoints well in advance of expected departure time.

FedEx has implemented the following measures to assist you in customs clearance and package delivery:

  • The pick-up cut-off time* for export shipments which require formal declaration have been revised. This applies to same-day flights from Monday to Friday and applies to the following:
    1. Selected zip code areas* in Suzhou, Kunshan, Nanjing and Wuxi to Europe, Tokyo and its surrounding areas.
    2. Selected zip code areas* in Suzhou to Asia
  • Effective August 20, 2012, the pickup cut-off time for all export shipments which require formal declaration have been revised to 14:00 for Wai Gao Qiao Free Trade Zone in Shanghai
  • Customers with export shipments which require formal declaration for same-day flights within the following locations in Eastern China are required to submit original copies of the Declaration Form, Air Waybill, Commercial Invoice and the Bond Truck Sealed Record to the FedEx outbound broker:
    1. Bonded Zone
    2. Export Processing Zone
    3. Bonded Logistics Park
    4. Bonded Logistics Center
    5. Comprehensive Bonded Zone

    Customers are required to submit the documentation prior to the specified timeslots:



Cut-off Time for Submission
(Monday - Friday)

Cut-off Time for Submission

Europe or U.S.



Asia (Except Tokyo and its surrounding areas)


Not Applicable

Tokyo and its surrounding areas


Not Applicable

Hong Kong




  • Customers with export shipments, which require formal declaration for same-day flights, that are under the status of electronic declaration release, are required to submit the original copy and duplicate of the Customs Notification of Outbound Shipment Inspection/Release, as well as the shipments to the FedEx outbound broker prior to the specified timeslots:



Cut-off time for Submission
(Duplicate copy of Customs Notification of
Export Shipment Inspection/Release)

Cut-off time for Submission
(Shipments and original copy of Customs
Notification of Export Shipment Inspection/Release)

Europe or Americas

18:30 (Monday – Friday)
15:00 (Saturday)

19:30 (Monday – Friday)
15:45-16:30** (Saturday)

(Except Tokyo and its
surrounding areas)

17:00 (Monday – Friday)
Not Applicable on Saturday

18:00 (Monday – Friday)
Not Applicable on Saturday

Tokyo and its surrounding areas

18:30 (Monday – Friday)
Not Applicable on Saturday

19:30 (Monday – Friday)
Not Applicable on Saturday

Hong Kong

17:00 (Monday – Friday)
15:00 (Saturday)

18:00 (Monday – Friday)
15:45-16:30** (Saturday)


*For information about the zip code areas and the latest pick-up cut-off time, please contact our Customer Service Team.
**Latest submission time varies according to the origin.

FedEx Expands Suite of Mobile Apps in Asia Pacific for Better Customer Convenience & Productivity

FedEx is pleased to announce the expansions to its suite of existing FedEx Mobile applications to Asia Pacific customers, making shipping-on-the-go easier than ever.

The FedEx Mobile app is now available for iPad® and AndroidTM users in Asia Pacific, significantly enhancing its suite of mobile solutions that already includes FedEx Mobile apps for the iPhone®, iPod touch and BlackBerry® smartphones.

With the new FedEx smartphone solutions and expansions, FedEx Asia Pacific customers can:

  • Get Rates - Obtain accurate and reliable rate
  • Track a Shipment Status - Access up-to-date details on your shipment’s status on your phone including when shipments are in-transit and delivered.
  • Schedule a Pickup - Simply enter your address and shipment information and FedEx will come to you to pick up your packages.
  • Find Locations - Find the nearest FedEx station, drop-box, FedEx Authorized ShipCenter® or FedEx World Service Center®.

The FedEx Mobile website has also expanded to 206 countries and in 25 languages. Available in 30 markets in Asia Pacific, the FedEx Mobile website is accessible in English, Traditional Chinese, Simplified Chinese, Korean, Japanese and Thai.

For greater convenience and increased productivity, customers can download the FedEx Mobile application at App Store, Android Market™ and BlackBerry® App World™ now.

Please click here for additional information on all FedEx Mobile products and services.

Introduction of Global Third-Party Pricing

Global Third-Party Pricing will be launched by FedEx on June 18, 2012 across ten countries in the Asia Pacific namely Australia, Guam, Indonesia, Japan, South Korea, Macau, Malaysia, New Zealand, Philippines and Thailand.

This is already available in Hong Kong, Singapore and Taiwan.

Global Third-Party Pricing provides shipping rates in a single rate sheet covering all worldwide locations in the local currency of the customer paying for a shipment as a third-party. This is conditional that the customer is not based in either the origin or destination country of the shipment.

This will benefit third-party payers by allowing better cost planning, since rates will not be subject to exchange fluctuations. To download the ratesheet, please click here.

Packaging Tips for Lithium Battery Shipments

At FedEx, we understand the importance of ensuring the safe transport of your shipment. Lithium battery shipments or shipments with items that contain lithium batteries may overheat and ignite in certain conditions and, once ignited, maybe difficult to extinguish. Therefore, we would like to remind you of the regulations and correct handling procedures to ensure the safety of your packages and those who handle the shipment.

FedEx strictly adheres to the International Air Transport Association (IATA) and International Civil Aviation Organization (ICAO) regulations. As such, FedEx has compiled a set of guidelines that govern packing, marking and labeling of shipments of lithium batteries and items that contain charged batteries.

Shipments containing lithium batteries must follow the specific packaging guidelines below:

  • Batteries are to be packed individually.
  • Batteries must be shielded and protected to prevent short circuits.
  • Batteries are completely enclosed.
  • Items for shipment must be placed in a sturdy outer container.
  • Labeling and documentation needs to be checked for accuracy.
  • Packaging must meet the requirements of each test in the UN Manual of Tests and Criteria, Part III, subsection 38.3. Please refer to the following link to get the latest update of such requirements.

In addition, as lithium batteries, both lithium ion and lithium metal, are fully regulated dangerous goods, it is important that the shipment is correctly identified, classified, packaged, marked and labeled. A Shipper’s Declaration for Dangerous Goods must also be completed and signed by a trained shipper.

FedEx will not accept shipments of any electronic product that includes recalled or defective lithium batteries, such as laptop computers.

To view detailed packaging guidelines and FedEx best practices for shipping lithium batteries, please click here.

ShowLocal Service News
Japan freight export service improvement (Effective September 2, 2013)

As part of our commitment to continually improving our services, we are pleased to inform you that transit times for Japan freight export shipments have been reduced by one business day in select direct service areas across Japan, effective September 2nd, 2013.

To check transit times and rates for your area please click the website below.

Transit Time Improvement for Inbound Shipments from Asia to Kariya City, Aichi Prefecture (Effective April 8, 2013)

Effective April 8, 2013, the transit time for inbound shipments from origins in Asia to Kariya City in Aichi Prefecture will be improved by one business day.

For more details on this improvement and the FedEx range of services, please feel free to call our Customer Service at 0120-003200 (toll-free) or 043-298-1919.

We look forward to continuing to serve your international express shipping needs.

Launch of Same-day uplift Service and Transit Time Improvement for Outbound Shipments from Obu-city, Aichi Prefecture to Asia (Effective April 1, 2013)

We are pleased to inform you that FedEx same-day uplift service is available for shipments to Asia from Obu-city, Aichi Prefecture effective April 1, 2013.

From Monday through Friday, you can call FedEx Customer Service Team at 0120-003200 before 14:00 to arrange for pick-up. Your shipments to Asia will be picked up by a FedEx courier, customs-cleared and uplifted on a flight that departs from Japan on the same day. This means that the transit time for your outbound shipments to Asia will be improved by one business day.

For more details about this or any other FedEx services, please feel free to call FedEx Customer Service Team at 0120-003200 (toll-free) or 043-298-1919.

Service Improvements in Atsugi and Isehara cities, Kanagawa Prefecture (Effective as of April 1, 2013)

As part of our commitment to continually improving our services, we are pleased to inform you that we will be extending call-in cut-off times in Atsugi city (zip code 243-00XX) and Isehara city, Kanagawa Prefecture from April 1, 2013.

The later cut-off times for these cities are shown below.


New Call-in Cut-off Time

Atsugi city (zip code 243-00XX)

(Extended by 1.5 hours from the current 14:00)

Isehara city

(Extended by 1 hour from
the current 13:00)


With later cut-off times, you will be able to enjoy the convenience of more time to prepare your international shipments, while still receiving the same fast and reliable FedEx services.

For more details on this service enhancement and the FedEx range of services, please call our Customer Service Team at 0120-003200 (toll-free) or 043-298-1919.

FedEx Flight 80 Update

Our thoughts and prayers remain with the families and friends of our lost crew members. We also apologize to the citizens of Japan, the airport authority, airlines and passengers for any inconvenience caused by this accident. We thank the JTSB for its thorough investigation and recommendations.

At FedEx, nothing is more important to us than safety. This tragedy affirms our commitment never to stop examining our training, our communications and our technology in order to identify and implement effective safety enhancements. The safety of our team members and our operation is our top priority.

Immediately after this tragic accident occurred, we began an intensive review of our flight operations procedures, our culture, our technology and our pilot training programs. Based on our review and work with the JTSB, we proactively implemented many safety initiatives. For example, these include a more robust Runway Safety Program and accelerated deployment of the HUD (Head-Up Display) system on our fleet, beginning with the MD11s. The JTSB report notes several of these initiatives.

The JTSB spent many years conducting a thorough investigation that examined many factors. FedEx appreciates and respects their findings. We acknowledge that the report attributes the accident to a combination of factors.

Following are some of the safety enhancements FedEx has put into place as a result of this accident.

  • Enhanced Airmanship Skills Course - For every pilot, we have expanded their training to further emphasize the ability to handle the aircraft no matter what might fail.
  • Upset Recovery Training (URT) - It is not yet mandated by the FAA, but we have been teaching it for over two years. This training exceeds current FAA requirements.
  • Runway Safety Training (RST) - A specific training program that addresses the MD11’s handling tendencies at lower altitudes, which are slightly different from other aircraft.
  • Our entire training program is under the Advanced Qualification Process (AQP). This training system is a more advanced system than the basic training required by the FAA. AQP focuses on real-world scenarios that can be recreated in our advanced simulator environment. In these training modules, pilots are exposed to potential threats – including environmental or aircraft system problems -- and practice problem-solving procedures to successfully navigate through these situations. AQP allows us to constantly refine our training based on current trends and needs.
  • Industry Communications - We benchmark closely with the aircraft manufacturer, regulatory agencies and other airlines that fly the MD11.
  • HUD System - And very importantly, FedEx is the only cargo company in the industry who installed Head Up Displays on all our MD11/MD10 aircraft to improve safety. We are in the process of installing HUD on the rest of our fleet as well (except for the 727, which is being retired).
  • We brought in an industry-leading Human Factors consultant group to give our crews better understanding of “human factors”. These include internal factors (such as physical fitness, hunger, preparedness), and external factors (such as language barriers and weather). This new and innovative approach to human factors training helps our pilots remain ready to react to any situation.

In the report, the JTSB acknowledges numerous other proactive measures we have implemented since the accident.