Massive delays and logistical issues for the military's automotive shipping contractor

Last year, International Auto Logistics signed a three year, $305 million contract with the U.S. military to handle the shipping of about 66,000 personally owned cars of servicemen and women who are required to make frequent moves due to ever-changing base assignments, Washington Examiner reported earlier this month. However, the company has since received hundreds of complaints due to delivery delays, vehicular damage, misinformation and other customer service issues. 

The news source adds that one military spouse's car is more than a month late being delivered, and she has not been able to reach anybody at IAL who can give her an estimation of when it might arrive or even where it currently is. This lack of customer service is a major complaint for customers, who express irritation that they are not able to get in touch with anyone who can address their concerns. Just under 1000 frustrated individuals have signed an online petition urging the U.S. to revoke the contract with IAL. 

Stars and Stripes adds that the Military Surface Deployment and Distribution Command, a branch of the Defense Department that functions as a bridge between the government and its third party shipping companies, is working to amend the problems encountered by military personnel. U.S. Navy Captain Aaron Stanley notes, "Our customers deserve the highest level of support and that level of support is not being provided presently and it needs to get there."

IAL noted that it has received record service requests this summer, and is dealing with this volume in the midst of several other transitions. 

Third party delivery systems are typically reliable because they have expertise in the field and very focused goals, whereas larger organizations can struggle to achieve efficient delivery systems in addition to their main responsibilities. However, it is crucial for communication to remain clear and open between a company and its third party logistical team. It seems that a lack of responsiveness and transparency is behind a majority of the problems with the new shipping contractor.