EU LINEHAUL LTR

UPDATE PROCESS

AMAZON CONFIDENTIAL

AMAZON CONFIDENTIAL 0
Contents
OVERVIEW ...................................................................................................................................................................................................................1
GOALS ...........................................................................................................................................................................................................................1
ACRONYMS .................................................................................................................................................................................................................1
EXPECTATIONS .........................................................................................................................................................................................................1
LIST LTRS .....................................................................................................................................................................................................................2
REPORTING DELAYS & PENDING INVESTIGATIONS ............................................................................................................................... 15

OVERVIEW

On-Time Performance is one of the key metrics that ATS (and Amazon) drives with the carriers from the
perspective of DEA being an output metric for On-Time Performance. This metric calls for close coordination
with our carrier partners to ensure we as partners meet the goal.

GOALS

KPI FY22
Target
Carrier Controllable On-Time 98.5%
Positioning
Carrier Controllable On-Time Arrival 98.5%

ACRONYMS

▪ OTP: On-Time Positioning (at origin site)

▪ OTA: On-Time Arrival (at destination site)
▪ LTR: Late Truck Reason (Delay root cause)
▪ ETA: Estimated Time of Arrival

EXPECTATIONS
Once an incident is detected and the positioning or arrival scheduled may be impacted due to a delay, Carrier
must:
- Update LTR and ETA on Relay (*)
- Raise a case if support is needed/applicable
- Add the required details on Relay OR Case (if case was raised)
(*) Note: If the delay is caused by Previous Amazon Stop, carrier must add Previous VRID on Relay also

▪ When updating Relay, please provide:

- ETA
- Delay root cause (LTR) – please see table below for case uses of each LTR
- Comment Section: Explanation + details required

▪ When creating a case (**) to inform ROC about the incident, please provide:
- Explanation of the incident (+ details required in each type of delay root cause)
- Impact on other runs: include other VRIDs that will be impacted because of this delay
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 - ETA
(**) Note: When raising a case, please always put the VRID in the subject line. If not, the system will
not recognize the correct stakeholders and will delay a timely response/action.
It is extremely important to choose the correct LTR to tackle the problems and the origin of the delays and
be able to take corrective actions to minimize them in the future, either if they are Carrier Controllable,
Amazon Controllable or Uncontrollable.
COM, AFX and Performance teams validate the LTRs chosen by the Carriers, to verify the data provided.

LIST LTRS

Full list of delay root causes (LTR) with Metric impacted (***), Use cases, Justification needed from Carrier,
Best practices in order to reduce these delays and Controllability below.
(***) Note: Please ensure that you are utilizing the correct LTR for the correct metric (Metric column: use only
the LTR when positioning/arrival/both, depending on each case).

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 Root Cause Metri Controllabili
Use Case Justification to be submitted by carrier Best practices
(LTR) c ty

Adhoc Amazon
Only accept an Adhoc if you are able to execute
unrealistic OTP This LTR not to be used by carrier. - (Support
the run as planned.
position time from Carrier)

If you identify any errors in the VRID planning,

please reach out to ROC via a case for assistance
before the scheduled time.
Carrier raise a Case/update Relay with:
Late positioning/arrival due to Amazon Please, when selecting LTR Amazon Schedule
- Explanation of issue: Amazon Schedule
scheduling error. Error, always provide the details on the Amazon
Amazon OTP / Error (AND specific details of the
E.g: scheduled arrivals do not correspond scheduling error via Relay comment section or (Support
schedule error OTA Scheduling error)
with site opening hours, VRID planned via Case if it was raised). from Carrier)
- Impact on other runs
during a driving ban, transit time incorrect. Ideally, if there is a schedule published which
- ETA & LTR
carrier cannot adhere to, the load should be
rejected (following the rejection process) before
the scheduled time.

Carrier raise a Case/update Relay with:

Late arrival due to delays at border - Explanation of issue: Border Delay
crossing - Location of border delay (including GPS Uncontrollab
Border Delay OTA
Delays at the border due to Covid checks tracking) le
should be included in this LTR. - Impact on other runs
- ETA & LTR

Carrier to raise a Case with:

Brexit Late positioning/arrival due to misses - Explanation of issue: Brexit Documents
OTP /
Documents caused by delays in carrier documentation Delay (plus further details when required) Carrier
OTA
Delay readiness - Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

Late positioning at origin due to carrier Review the VRID acceptance for the rest of the
Capacity OTP - Explanation of issue: Carrier capacity Carrier
capacity issues (lack of capacity) week to ensure that all planned loads are
issue (+ details of the root cause)
correct. If not, loads should be rejected
- Potential corrective actions (if any)

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 - Impact on other runs (following the rejection process) before the
- ETA & LTR scheduled time.

Root Cause Metri Controllabili

Use Case Justification to be submitted by carrier Best practices
(LTR) c ty

This LTR not to be used by carrier. If this provisional LTR has been used by
Carrier is
OTP / To be used by site/ROC associates when ROC, Carrier has to update it within 24
tracking on Carrier
OTA carrier informs that truck will be on time at hours with the real delay root cause (+
time
origin or destination provide the details needed)

Please ensure that you have 24/7 ops support to

This LTR not to be used by carrier.
If this provisional LTR has been used by respond to driver problems & ROC
To be used by site/ROC associates when
Carrier not OTP / ROC, Carrier has to update it within 24 communications.
carrier is not responding to request for Carrier
responding OTA hours with the real delay root cause (+ If you don't have 24/7 ops support, please make
estimated positioning/arrival time and
provide the details needed) sure to provide the contact number of the driver
reason of delay
through Relay.

Please ensure that your transport plan is

reasonable and has buffers built in to allow for
non-carrier controllable circumstances. Please
ensure that you follow best practices for
scheduling:
· Please only accept VRIDs if you are able to
Carrier raise a Case/update Relay with: execute the run as planned. If you identify any
- Explanation of issue: Carrier scheduling errors in the VRID planning, please reach out to
Carrier
OTP / Late positioning/arrival due to carrier error (+ details of the error) ROC via a case for assistance before the
Scheduling Carrier
OTA scheduling error - Potential corrective actions (if any) scheduled time.
Error
- Impact on other runs · Loading cannot overlap with unloading of
- ETA & LTR another load.
· Ensure the correct driver setup for the run,
i.e. team vs solo driver.
· Ensure that bids accepted allow on-time
positioning. Minimum time given between
awarding and positioning is 1h.
· If adhoc isn’t awarded immediately and on-
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 time positioning is no longer possible, please
create a case to ROC immediately / call the
Hotline.
· We strongly recommend to not accept
adhoc if the truck needed for the load is
currently unloading in previous stop.
· All CC- delays on adhocs are highly
unacceptable as adhocs are last minute requests
where you should be able to provide us with an
exact schedule that you will be able to respect.
· Adhoc loads should only be rejected in
severe events.

Root Cause Metri Controllabili

Use Case Justification to be submitted by carrier Best practices
(LTR) c ty

Carrier raise a Case/update Relay with:

- Explanation of issue: Dispatch error by
Late positioning/arrival due to dispatching
OTP / Carrier (+ details of the error)
Dispatch Error error by carrier. Carrier
OTA - Potential corrective actions (if any)
E.g: late departure from Carrier hub, etc
- Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

Late positioning/arrival due to inspection
- Explanation of issue: DOT inspection
by authorities (DoT, VOSA). (*) If no report is provided by the authorities,
DOT OTP / - Authorities report (& other supporting Uncontrollab
Excluding inspections for speeding (LTR: please raise a case anyways to provide all details
inspection OTA documents) (*) le
DRIVER ERROR) and vehicle defects (LTR: (with the exception of "Authorities Report")
- Impact on other runs
MECHANICAL)
- ETA & LTR

Carrier raise a Case/update Relay with:

- Explanation of issue: Driver Error (+
OTP / details of the error)
Driver Error Late positioning/arrival due to driver error Carrier
OTA - Potential corrective actions (if any)
- Impact on other runs
- ETA & LTR

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 Carrier raise a Case/update Relay with:
- Explanation of issue: Driver Legal Break
When receiving the planned runs, please review
(+ explanation on why the planning of the
Driver Legal OTP / Late positioning/arrival due to driver if all the legal breaks are scheduled correctly. If
legal break was done inaccurately) Carrier
Break OTA fulfilling legal break requirements not, please raise this issue to COM/CM/ROC
- Potential corrective actions (if any)
teams to request changes
- Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

- Explanation of issue: Driver Sick (+
OTP / Late positioning/arrival as driver reported details on driver being ill prior or during Uncontrollab
Driver Sick
OTA sick to carrier and needed to be replaced load) le
- Impact on other runs
- ETA & LTR

Root Cause Metri Controllabili

Use Case Justification to be submitted by carrier Best practices
(LTR) c ty

Carrier raise a Case/update Relay with: Please be aware that to each VRID that has to go
- Explanation of issue: Eurotunnel Delay through the Eurotunnel, Amazon adds 3h to the
Late positioning/arrival due to delays at
Eurotunnel OTP / - GPS to show delays from start to end of transit time to go through it. Uncontrollab
the Eurotunnel crossing
Delay OTA Eurotunnel If the journey to go through the Eurotunnel le
(see "Best practices" for journey times)
- Impact on other runs takes less than 3h, please do not use LTR
- ETA & LTR "Eurotunnel delay".

Carrier to raise a Case with:

Export Broker Late arrival at destination caused by - Explanation of issue: Export Broker Ops Uncontrollab
OTA (plus further details when required
Ops disruptions at Export Custom broker site le
- Impact on other runs
- ETA & LTR

Carrier to open a Case (as soon as the Amazon

Driver arrives on time and presents at the driver is turned away) and provide: (Support
FC turned OTP / - Explanation of issue: FC turned driver
gatehouse but is asked to return at a later from Carrier)
driver away OTA away (+ details given by the site to the
time - Site
driver when turned away) Controllable
- GPS data to show positioning/arrival on

AMAZON CONFIDENTIAL 6
 time
- Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

- Explanation of issue: Ferry Delay
- Details on: Why was the ferry taken,
OTP / Late positioning/arrival due to delays at Uncontrollab
Ferry Delay nature of delay on ferry (Carrier
OTA Ferry crossings in the route le
Controllable/Port Controllable))
- Impact on other runs
- ETA & LTR

Carrier to raise a Case with:

- Explanation of issue: Import Broker Ops
Import Broker Late arrival at destination caused by Uncontrollab
OTA (plus further details when required)
Ops disruption at Import Custom broker site le
- Impact on other runs
- ETA & LTR

Root Cause Metri Controllabili

Use Case Justification to be submitted by carrier Best practices
(LTR) c ty

AMAZON CONFIDENTIAL 7
 The late departure from origin can be caused by:
- Late positioning due to Carrier Controllable,
Amazon Controllable or Uncontrollable root
causes --> In such cases, correct LTR for late
arrival at destination should be the same as the
LTR put for positioning.
(E.g: VRID X was late positioned at origin due to
Late arrival at destination due to Amazon Carrier raise a Case/update Relay with: Traffic. It departed delayed from origin because Amazon
controllable late depart from origin. - Explanation of issue: Late departure of this and it arrived late to destination because
Late departure (Support
Please check "Best practices". from Site X of it too --> Correct LTR for late arrival at
from Origin OTA from Carrier)
- GPS of departure from origin destination: Traffic)
Hub - Site
- For late positioning (at origin), root cause: - Impact on other runs - Late positioning due to Site Controllable root Controllable
Previous Amazon Stop - ETA & LTR causes --> In such cases, correct LTR for late
arrival at destination: Late Departure from Origin
Hub.
(E.g: VRID Y was late positioned at origin due to
Queuing at guard shack. It departed delayed
from origin because of this and it arrived late to
destination because of it too --> Correct LTR for
late arrival at destination: Late departure from
Origin Hub)

Please ensure that you follow best practices for

Carrier raise a Case/update Relay with: technical specs:
Late positioning/arrival due to mechanical
- Explanation of issue: Mechanical · No trucks 5 years + are assigned to Amazon
issues during checks or on route.
problem (+ details of the problem) loads
Mechanical - Details on: What initial checks were · Keep a log of mechanical breakdowns for
OTP / - If the same tractor/trailer was able to
(Trailer/Tracto taken, Vehicle Fitness Certificate each license plate number (no truck should be Carrier
OTA continue the journey, root cause:
r) - GPS data to show stationing place assigned to Amazon loads if it exceeds a
Mechanical
- Potential corrective actions (if any) breakdown rate of 0.35%)
- If a replacement was needed, root cause:
- Impact on other runs · Mandatory bi-annual vehicle safety,
Truck Breakdown
- ETA & LTR roadworthiness checks by manufacturer
· Pre-departure checks by drivers: engine
status, ABS cross-check, indicators, safety

AMAZON CONFIDENTIAL 8
 equipment available and prepared for use, no
cuts in a curtain – curtain cannot be fixed with a
duct tape, only welding.
· Technical checks by company service carried
out every 14 days.

Root Cause Metri Controllabili

Use Case Justification to be submitted by carrier Best practices
(LTR) c ty

Carrier raise a Case/update Relay with:

- Explanation of issue: Mechanical

Late positioning/arrival due to mechanical problem with ATS trailer (+ details of the
Mechanical OTP /
issues in ATS trailer during positioning or problem) Amazon
ATS Trailer OTA
on route - GPS data to show stationing place
- Impact on other runs
- ETA & LTR

This LTR not to be used by carrier.

OTP /
Not Late Truck was positioned/arrived on time as - Amazon
OTA
per carrier GPS timestamp.

Pending OTP / Provisional LTR - Carrier to provide reason

Pending investigation Carrier
Investigation OTA code within 24 hours of late truck trigger

Late positioning at origin due to Amazon

controllable depart from previous Amazon Carrier raise a Case/update Relay with: Amazon
stop. - Explanation of issue: Previous Amazon Please ensure an adequate buffer between (Support
Previous Stop delay
OTP Amazon Loads to minimize the impact on the from Carrier)
Amazon Stop - For late arrival (at destination), please - Previous VRID (on case AND Relay positioning of other runs - Site
consider using "Late Departure from Origin comments) Controllable
Hub". - GPS of departure from previous stop
- For late positioning (at origin) coming
AMAZON CONFIDENTIAL 9
 from a non-Amazon hub, please consider - Impact on other runs
using "Prior non-Amazon load" - ETA & LTR

Carrier raise a Case/update Relay with:

- Explanation of issue: Prior non-Amazon
Prior non Late positioning at origin due to delay in load delay Please ensure an adequate buffer to minimize
OTP Carrier
Amazon load previous non-Amazon load - Potential corrective actions (if any) the impact of non-Amazon delays on positioning
- Impact on other runs
- ETA & LTR

Root Cause Metri Controllabili

Use Case Justification to be submitted by carrier Best practices
(LTR) c ty

Carrier to open a Case (as soon as the (*) pictures should:

driver arrives at the queue) and provide: - be only taken when vehicle is stationary with
Amazon
- Explanation of issue: Queueing at guard engine switched off.
Delays occurring from trucks lining up at (Support
Queuing at OTP / shack of Site X - be only taken once driver and the surrounds are
the guard shack to register to be granted safe. from Carrier)
guardshack OTA - GPS/photographic proof (*) to show
entry to the sites - avoid containing any images of other people. - Site
that the truck arrived on time at the site
Amazon will not use the picture for any other Controllable
- Impact on other runs
purpose other than confirming the position of the
- ETA & LTR
truck.
Rail accident / Carrier raise a Case/update Relay with:
annulment / - Explanation of issue: Rail
capacity / Accident/Annulment/Delay/etc
OTP / Late positioning/arrival due to rail Uncontrollab
congestion / - Details on: Nature of delay on rail
OTA crossings in the route le
consolidation (Carrier Controllable/ Uncontrollable, etc))
/ delay / - Impact on other runs
mechanical - ETA & LTR

AMAZON CONFIDENTIAL 10
 Carrier raise a Case/update Relay with:
- Explanation of issue: Road Work or Road
Closure because of X (on case and Relay)
Please refer to public traffic announcements /
- Details on: if it was a planned road
navigation tools (Google Maps, Waze) to plan
Road Work or OTP / Late positioning/arrival due to road closure: why was the driver not guided
routes prior to departure. Dispatch Team should Carrier
Closure OTA closures and diverts properly by the Carrier Dispatch team?
always guide the drivers to avoid such
- GPS data
incidences.
- Potential corrective actions (if any)
- Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

- Explanation of issue: Stowaway
Stowaway OTP / Late positioning/arrival caused due to - Authorities documents, Incident images Uncontrollab
delay OTA stowaway (clandestine traveler) & others le
- Impact on other runs
- ETA & LTR

Root Cause Metri Controllabili

Use Case Justification to be submitted by carrier Best practices
(LTR) c ty

Carrier raise a Case/update Relay with:

- Explanation of issue: Strike (+ details)
- Authorities documentation (if
Late positioning/arrival due to carrier applicable) For planned strikes, Carrier's Dispatch Team
OTP / Uncontrollab
Strike industrial action or strikes at borders and - Details on: if it was planned strike: why should always guide the drivers to avoid such
OTA le
roads was the driver not guided properly by the incidences.
Carrier Dispatch team?
- Impact on other runs
- ETA & LTR

AMAZON CONFIDENTIAL 11
 Carrier raise a Case/update Relay with:
- Explanation of issue: Theft Incident
(details on theft)
OTP / Late positioning/arrival caused due to - Other documentation: Authorities Uncontrollab
Theft Incident
OTA theft documents, incident images, supporting le
documents
- Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

- Explanation of issue: Traffic
Late positioning/arrival due to heavy
OTP / - GPS data
Traffic traffic or traffic due to a 3rd party accident Carrier
OTA - Potential corrective actions (if any)
on road
- Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

- Explanation of issue: Truck accident
(details on cause of the accident)
- Details on: driver status, severity of
Late positioning/arrival due to truck accident, authorities' documents
OTP / Uncontrollab
Truck accident accident (being the scheduled truck - GPS summary
OTA le
involved in the accident) - Impact on other runs
- ETA (if the truck is able to continue with
the run) or inform about replacement
needed
- LTR (on Relay)

Root Cause Metri Controllabili

Use Case Justification to be submitted by carrier Best practices
(LTR) c ty

AMAZON CONFIDENTIAL 12
 Please ensure that you follow best practices for
technical specs:
· No trucks 5 years + are assigned to Amazon
loads
Carrier raise a Case/update Relay with: · Keep a log of mechanical breakdowns for
Late positioning/arrival due to mechanical
- Explanation of issue: Truck breakdown each license plate number (no truck should be
issues during checks or on route.
(+ details of the problem) assigned to Amazon loads if it exceeds a
- Details on: What initial checks were breakdown rate of 0.35%)
Truck OTP / - If the same tractor/trailer was able to
taken, Vehicle Fitness Certificate · Mandatory bi-annual vehicle safety, Carrier
breakdown OTA continue the journey, root cause:
- GPS data to show stationing place roadworthiness checks by manufacturer
Mechanical.
- Potential corrective actions (if any) · Pre-departure checks by drivers: engine
- If a replacement was needed, root cause:
- Impact on other runs status, ABS cross-check, indicators, safety
Truck Breakdown
- ETA & LTR equipment available and prepared for use, no
cuts in a curtain – curtain cannot be fixed with a
duct tape, only welding.
· Technical checks by company service carried
out every 14 days.

Carrier raise a Case/update Relay with:

Late positioning at origin due to vehicle - Explanation of issue: Truck on site at IB
Amazon
already being checked in and on a bay on OB
(Support
Truck onsite at same site for a different delivery. - Previous VRID/ISA (on case and Relay
OTP from Carrier)
ib ob It is applicable for positioning delays and comments)
- Site
indicates a previous delivery is impacting - GPS of arrival on time at site
Controllable
the upcoming collection (tours). - Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

Late positioning/arrival due to the vehicle
- Explanation of issue: Truck on site at IB
being delayed due to unloading delays at Amazon
OB
Unloading the site (Inbound). (Support
OTP / - Previous VRID/ISA (on case and Relay
delay at site Use it for late positioning at origin only if from Carrier)
OTA comments)
inbound there was an unloading delay at the origin - Site
- GPS of arrival on time at site
site (on a previous VRID) that caused the Controllable
- Impact on other runs
late departure from the origin.
- ETA & LTR

AMAZON CONFIDENTIAL 13
 Root Cause Metri Controllabili
Use Case Justification to be submitted by carrier Best practices
(LTR) c ty

Carrier raise a Case/update Relay with:

Late arrival at destination caused by - Explanation of issue: Vendor Delay
loading delays at vendor site (use for IB Loading (+ details)
Please ensure to always inform ROC 8 hours
Vendor Delay runs only). - Details on: Why was it not informed to
OTA before through a Case that the load cannot be Vendor
Loading For late arrival caused by delays at loading ROC before 8 hours through case that the
covered
in previous Amazon sites, please use "Late load could not be covered?
Depart from Origin Hub" - Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

- Explanation of issue: Vendor Pickup
Scheduling Error (+ details)
Vendor pickup Late arrival at destination caused by
- Details on: Why was it not informed to
scheduling OTA pickup delays at vendor site Use for vendor Vendor
ROC before 8 hours through case that the
error IB runs for pickup delays at vendor site.
load could not be covered?
- Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

- Explanation of issue: Weather conditions
Please only use LTR "Weather" when severe
OTP / Late positioning/arrival due to severe - Details on: location of weather Uncontrollab
Weather weather conditions are impacting the positioning
OTA weather conditions disruption (GPS & images of impact) le
or arrival of the truck at origin/destination.
- Impact on other runs
- ETA & LTR

AMAZON CONFIDENTIAL 14
REPORTING DELAYS & PENDING INVESTIGATIONS

As a carrier with Amazon Transportation Services, it is your responsibility to report any delays on Amazon loads.
Not reporting delays will affect and impact your performance negatively, risking removal from the Load Board.

Delays can be reported prior to the load starting, while the load is in transit, or once the load has been completed.
It is highly encouraged to report delays before the load has completed.

Orange indicators will alert you to delays already reported via Amazon’s systems.

To report a delay, please follow the below steps.

1. Open the load by clicking on it. Click on “Report Delay”.

AMAZON CONFIDENTIAL 15
2. Use the drop-down options to complete the delay report.

You will need to report any delay on a load; arrival at origin, departure from origin and arrival at destination.

AMAZON CONFIDENTIAL 16
3. Enter the date and time the driver either arrived or departed or will arrive or depart.

There are a variety of delay reasons to choose from. Please see above for a brief description of each.

AMAZON CONFIDENTIAL 17