What begins as a security crisis quickly becomes something much bigger. Vessels are affected across the Persian Gulf. Port calls are reassessed. Cargo must be redirected. Empty containers start accumulating in the wrong places, while customers need answers about the evolving situation.

The scale is enormous. “More than 15,000 shipments of some 7,000 customers have been affected,” Juliana Martim, Senior Director Customer Experience, said on June 11, 2026.

The challenge is no longer just protecting the network, but keeping it moving. Every day, experts from across Hapag-Lloyd work to turn uncertainty into action. Cargo that would usually move directly through the Gulf suddenly needs entirely new transport chains, including cross-border trucking and longer voyages to nearby ports in the UAE and Oman.

“Our job is to keep creating workable alternatives as the situation changes,” says Rajiv Ghose from Network Operations.

Risk has remained a constant concern. “We have had to make sure that vessels entering the war-risk zone have the necessary insurance cover in place in time,” says Anemone Pelikan, Senior Director Insurance.

Customer communication becomes another critical workstream. The team publishes 25 CustomerNEWS updates, launches a live ticker on the website, and sends out around 2.2 million crisis-related emails – all within three months. CEO Rolf Habben Jansen also hosts online customer sessions to provide direct updates and address customer concerns.

Gradually, cargo starts moving again. But while containers find new routes, some vessels and crews remain inside the Gulf – waiting for a safe opportunity to leave.