Saia plans new service guarantee

Staring June 13, LTL carrier Saia Motor Freight plans to offer the Xtreme Guarantee, a money-back pledge that the company will meet six criteria when handling a customer’s shipment

Staring June 13, LTL carrier Saia Motor Freight plans to offer the Xtreme Guarantee, a money-back pledge that the company will meet six criteria when handling a customer’s shipment.

The targets for the guarantee are that shipments would be:

  1. picked up on the day Saia commits to
  2. delivered by 5:00 p.m. based on scheduled transit times
  3. delivered claims free
  4. accurately invoiced
  5. offer proof of deliveries, if requested, within 5 minutes
  6. have all approved customer claims settled within 30 days.

“This keeps us focused on what is important to the customer,” said Saia’s president & CEO Rick O'Dell. The Xtreme Guarantee is for customers using the carrier’s current 5,700-rate base and its 170 rules tariff. A failure in fulfilling any of those criteria results in a refund of the entire invoice, he said.

“Our desire to build our company totally around customer needs and priorities allows us to raise the bar on what a guarantee can truly be,” added O’Dell. “We expect to generate growth and enhance customer loyalty from this new product offering.”

Saia is a subsidiary of trucking conglomerate SCS Transportation based in Kansas City, MO.

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