E U L I N E H A U L LT R U P D AT E P R O C E S S

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 FY20 Target

Carrier Controllable On-Time Positioning 98.5%
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
- 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 in order 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, in order to verify the data provided.

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).
Root Cause (LTR) Metric Use Case Justification to be Submitted by carrier Best practices Controllability

Please only accept an Adhoc if you are able to execute

the run as planned. If you identify any errors in the
Late positioning due to Adhoc positioning not Adhoc planning, please reach out to ROC via a case for
being realistic. assistance before the scheduled time.
Carrier to raise a Case/update Relay with:
Adhoc Minimum times (buffer) between awarding and - Explanation of issue: Adhoc unrealistic Minimum times (buffers) between awarding and Amazon
unrealistic OTP positioning detailed in "Best practices" column. positioning time (+ details) positioning: (Support from
position time Any buffer bigger than the previously - Impact on other runs - Stand by: minimum 30 min before positioning Carrier)
mentioned are considered acceptable and - ETA & LTR scheduled time
positioning on time is expected from the - Regular Adhocs: minimum 1h before positioning
Carrier. scheduled time
- Cases where the truck is already on site: adhoc can
be created without any buffer (immediate positioning)
If you identify any errors in the VRID planning, please
reach out to ROC via a case for assistance before the
scheduled time.
Late positioning/arrival due to Amazon Carrier raise a Case/update Relay with:
Please, when selecting LTR Amazon Schedule Error,
scheduling error. - Explanation of issue: Amazon Schedule Error Amazon
Amazon OTP / always provide the details on the scheduling error via
E.g: scheduled arrivals do not correspond with (AND specific details of the Scheduling error) (Support from
schedule error OTA Relay comment section or via Case if it was raised).
site opening hours, VRID planned during a - Impact on other runs Carrier)
Ideally, if there is a schedule published which carrier
driving ban, transit time incorrect. - ETA & LTR
cannot adhere to, the load should be rejected
(following the rejection process) before the scheduled
time.
Carrier raise a Case/update Relay with:
- Explanation of issue: Border Delay
Late arrival due to delays at border crossing
- Location of border delay (including GPS
Border Delay OTA Delays at the border due to Covid checks should Uncontrollable
tracking)
be included in this LTR.
- Impact on other runs
- ETA & LTR

Carrier to raise a Case with:

Brexit - Explanation of issue: Brexit Documents Delay
OTP / Late positioning/arrival due to misses caused by
Documents (plus further details when required) Carrier
OTA delays in carrier documentation readiness
Delay - Impact on other runs
- ETA (on case and Relay) & LTR (on Relay)
Root Cause (LTR) Metric Use Case Justification to be Submitted by carrier Best practices Controllability

Carrier raise a Case/update Relay with:

- Explanation of issue: Carrier capacity issue (+ Review the VRID acceptance for the rest of the week
Late positioning at origin due to carrier capacity details of the root cause) to ensure that all planned loads are correct. If not,
Capacity OTP Carrier
issues (lack of capacity) - Potential corrective actions (if any) loads should be rejected (following the rejection
- Impact on other runs process) before the scheduled time.
- ETA & LTR

This LTR not to be used by carrier. If this provisional LTR has been used by ROC,
Carrier is OTP / To be used by site/ROC associates when carrier Carrier has to update it within 24 hours with the
Carrier
tracking on time OTA informs that truck will be on time at origin or real delay root cause (+ provide the details
destination 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 ROC,
respond to driver problems & ROC communications.
Carrier not OTP / To be used by site/ROC associates when carrier Carrier has to update it within 24 hours with the
If you don't have 24/7 ops support, please make sure Carrier
responding OTA is not responding to request for estimated real delay root cause (+ provide the details
to provide the contact number of the driver through
positioning/arrival time and reason of delay needed)
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
execute the run as planned. If you identify any errors
Carrier raise a Case/update Relay with:
in the VRID planning, please reach out to ROC via a
- Explanation of issue: Carrier scheduling error
case for assistance before the scheduled time.
Carrier OTP / Late positioning/arrival due to carrier (+ details of the error)
· Loading cannot overlap with unloading of another Carrier
Scheduling Error OTA scheduling error - Potential corrective actions (if any)
load.
- Impact on other runs
· Ensure the correct driver setup for the run, i.e.
- ETA & LTR
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-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 (LTR) Metric Use Case Justification to be Submitted by carrier Best practices Controllability

Carrier raise a Case/update Relay with:

- Explanation of issue: Dispatch error by Carrier
Late positioning/arrival due to dispatching error
OTP / (+ details of the error)
Dispatch 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 by - Explanation of issue: DOT inspection
(*) If no report is provided by the authorities, please
OTP / authorities (DoT, VOSA). - Authorities report (& other supporting
DOT inspection raise a case anyways to provide all details (with the Uncontrollable
OTA Excluding inspections for speeding (LTR: DRIVER documents) (*)
exception of "Authorities Report")
ERROR) and vehicle defects (LTR: MECHANICAL) - Impact on other runs
- ETA & LTR
Carrier raise a Case/update Relay with:
- Explanation of issue: Driver Error (+ details of
OTP / the error)
Driver Error Late positioning/arrival due to driver error Carrier
OTA - Potential corrective actions (if any)
- Impact on other runs
- ETA & LTR
Carrier raise a Case/update Relay with:
- Explanation of issue: Driver Legal Break (+
When receiving the planned runs, please review if all
explanation on why the planning of the legal
Driver Legal OTP / Late positioning/arrival due to driver fulfilling the legal breaks are scheduled correctly. If not, please
break was done inaccurately) Carrier
Break OTA legal break requirements raise this issue to COM/CM/ROC teams to request
- Potential corrective actions (if any)
changes
- Impact on other runs
- ETA & LTR
Root Cause (LTR) Metric Use Case Justification to be Submitted by carrier Best practices Controllability

Carrier raise a Case/update Relay with:

- Explanation of issue: Driver Sick (+ details on
OTP / Late positioning/arrival as driver reported sick
Driver Sick driver being ill prior or during load) Uncontrollable
OTA to carrier and needed to be replaced
- Impact on other runs
- ETA & LTR
Carrier raise a Case/update Relay with:
Please be aware that to each VRID that has to go
- Explanation of issue: Eurotunnel Delay
Late positioning/arrival due to delays at the through the Eurotunnel, Amazon adds 3h to the
Eurotunnel OTP / - GPS to show delays from start to end of
Eurotunnel crossing transit time to go through it. Uncontrollable
Delay OTA Eurotunnel
(see "Best practices" for journey times) If the journey to go through the Eurotunnel takes less
- Impact on other runs
than 3h, please do not use LTR "Eurotunnel delay".
- ETA & LTR

Carrier to raise a Case with:

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

Carrier to open a Case (as soon as the driver is

turned away) and provide:
- Explanation of issue: FC turned driver away (+ Amazon
FC turned driver OTP / Driver arrives on time and presents at the details given by the site to the driver when (Support from
away OTA gatehouse but is asked to return at a later time turned away) Carrier) - Site
- GPS data to show positioning/arrival on time Controllable
- 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, nature of
OTP / Late positioning/arrival due to delays at Ferry
Ferry Delay delay on ferry (Carrier Controllable/Port Uncontrollable
OTA crossings in the route
Controllable))
- Impact on other runs
- ETA & LTR
Root Cause (LTR) Metric Use Case Justification to be Submitted by carrier Best practices Controllability

Carrier to raise a Case with:

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

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 of this
controllable late depart from origin. - Explanation of issue: Late departure from Site Amazon
and it arrived late to destination because of it too -->
Late departure Please check "Best practices". X (Support from
OTA Correct LTR for late arrival at destination: Traffic)
from Origin Hub - GPS of departure from origin Carrier) - Site
- Late positioning due to Site Controllable root causes -
- For late positioning (at origin), root cause: - Impact on other runs Controllable
-> In such cases, correct LTR for late arrival at
Previous Amazon Stop - ETA & LTR
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
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 each
Late positioning/arrival due to mechanical - Explanation of issue: Mechanical problem (+
license plate number (no truck should be assigned to
issues during checks or on route. details of the problem)
Amazon loads if it exceeds a breakdown rate of 0.35%)
- Details on: What initial checks were taken,
Mechanical OTP / · Mandatory bi-annual vehicle safety,
- If the same tractor/trailer was able to continue Vehicle Fitness Certificate Carrier
(Trailer/Tractor) OTA roadworthiness checks by manufacturer
the journey, root cause: Mechanical - GPS data to show stationing place
· Pre-departure checks by drivers: engine status,
- If a replacement was needed, root cause: - Potential corrective actions (if any)
ABS cross-check, indicators, safety equipment
Truck Breakdown - Impact on other runs
available and prepared for use, no cuts in a curtain –
- ETA & LTR
curtain cannot be fixed with a duct tape, only welding.
· Technical checks by company service carried out
every 14 days.
Root Cause (LTR) Metric Use Case Justification to be Submitted by carrier Best practices Controllability

Carrier raise a Case/update Relay with:

- Explanation of issue: Mechanical problem
Late positioning/arrival due to mechanical
Mechanical ATS OTP / with ATS trailer (+ details of the problem)
issues in ATS trailer during positioning or on Amazon
Trailer OTA - GPS data to show stationing place
route
- Impact on other runs
- ETA & LTR
This LTR not to be used by carrier.
OTP /
Not Late Truck was positioned/arrived on time as per - Amazon
OTA
carrier GPS timestamp.
Pending OTP / Provisional LTR - Carrier to provide reason code
Pending investigation Carrier
Investigation OTA within 24 hours of late truck trigger
Late positioning at origin due to Amazon
controllable depart from previous Amazon stop. Carrier raise a Case/update Relay with:
- Explanation of issue: Previous Amazon Stop
Amazon
- For late arrival (at destination), please delay Please ensure an adequate buffer between Amazon
Previous (Support from
OTP consider using "Late Departure from Origin - Previous VRID (on case AND Relay comments) Loads to minimize the impact on the positioning of
Amazon Stop Carrier) - Site
Hub". - GPS of departure from previous stop other runs
Controllable
- For late positioning (at origin) coming from a - Impact on other runs
non-Amazon hub, please consider using "Prior - ETA & LTR
non-Amazon load"
Carrier raise a Case/update Relay with:
- Explanation of issue: Prior non-Amazon load
Prior non Late positioning at origin due to delay in delay Please ensure an adequate buffer to minimize the
OTP Carrier
Amazon load previous non-Amazon load - Potential corrective actions (if any) impact of non-Amazon delays on positioning
- Impact on other runs
- ETA & LTR
Carrier to open a Case (as soon as the driver
(*) pictures should:
arrives at the queue) and provide:
- be only taken when vehicle is stationary with engine
- Explanation of issue: Queueing at guard shack Amazon
Delays occurring from trucks lining up at the switched off.
Queuing at OTP / of Site X (Support from
guard shack to register to be granted entry to - be only taken once driver and the surrounds are safe.
guardshack OTA - GPS/photographic proof (*) to show that the Carrier) - Site
the sites - avoid containing any images of other people.
truck arrived on time at the site Controllable
Amazon will not use the picture for any other purpose
- Impact on other runs
other than confirming the position of the truck.
- ETA & LTR
Root Cause (LTR) Metric Use Case Justification to be Submitted by carrier Best practices Controllability

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 crossings in
congestion / - Details on: Nature of delay on rail (Carrier Uncontrollable
OTA the route
consolidation / Controllable/ Uncontrollable, etc))
delay / - Impact on other runs
mechanical - ETA & LTR

Carrier raise a Case/update Relay with:

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

Carrier raise a Case/update Relay with:

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

Carrier raise a Case/update Relay with:

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

Carrier raise a Case/update Relay with:

- Explanation of issue: Theft Incident (details on
theft)
OTP /
Theft Incident Late positioning/arrival caused due to theft - Other documentation: Authorities documents, Uncontrollable
OTA
incident images, supporting documents
- Impact on other runs
- ETA & LTR

Carrier raise a Case/update Relay with:

- Explanation of issue: Traffic
OTP / Late positioning/arrival due to heavy traffic or - GPS data
Traffic Carrier
OTA traffic due to a 3rd party accident on road - Potential corrective actions (if any)
- 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 accident,
Late positioning/arrival due to truck accident
OTP / authorities' documents
Truck accident (being the scheduled truck involved in the Uncontrollable
OTA - GPS summary
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 (LTR) Metric Use Case Justification to be Submitted by carrier Best practices Controllability
 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 each
Late positioning/arrival due to mechanical - Explanation of issue: Truck breakdown (+
license plate number (no truck should be assigned to
issues during checks or on route. details of the problem)
Amazon loads if it exceeds a breakdown rate of 0.35%)
- Details on: What initial checks were taken,
Truck OTP / · Mandatory bi-annual vehicle safety,
- If the same tractor/trailer was able to continue Vehicle Fitness Certificate Carrier
breakdown OTA roadworthiness checks by manufacturer
the journey, root cause: Mechanical. - GPS data to show stationing place
· Pre-departure checks by drivers: engine status,
- If a replacement was needed, root cause: - Potential corrective actions (if any)
ABS cross-check, indicators, safety equipment
Truck Breakdown - Impact on other runs
available and prepared for use, no cuts in a curtain –
- ETA & LTR
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 already
- Explanation of issue: Truck on site at IB OB
being checked in and on a bay on same site for Amazon
- Previous VRID/ISA (on case and Relay
Truck onsite at a different delivery. (Support from
OTP comments)
ib ob It is applicable for positioning delays and Carrier) - Site
- GPS of arrival on time at site
indicates a previous delivery is impacting the Controllable
- Impact on other runs
upcoming collection (tours).
- ETA & LTR

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

Root Cause (LTR) Metric Use Case Justification to be Submitted by carrier Best practices Controllability
 Carrier raise a Case/update Relay with:
- Explanation of issue: Vendor Delay Loading (+
Late arrival at destination caused by loading
details)
delays at vendor site (use for IB runs only).
Vendor Delay - Details on: Why was it not informed to ROC Please ensure to always inform ROC 8 hours before
OTA For late arrival caused by delays at loading in Vendor
Loading before 8 hours through case that the load could through a Case that the load cannot be covered
previous Amazon sites, please use "Late Depart
not be covered?
from Origin Hub"
- Impact on other runs
- ETA & LTR
Carrier raise a Case/update Relay with:
- Explanation of issue: Vendor Pickup
Scheduling Error (+ details)
Late arrival at destination caused by pickup
Vendor pickup - Details on: Why was it not informed to ROC
OTA delays at vendor site Use for vendor IB runs for Vendor
scheduling error before 8 hours through case that the load could
pickup delays at vendor site.
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 weather
OTP / Late positioning/arrival due to severe weather - Details on: location of weather disruption
Weather conditions are impacting the positioning or arrival of Uncontrollable
OTA conditions (GPS & images of impact)
the truck at origin/destination.
- Impact on other runs
- ETA & LTR
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”.

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.

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.