Forward Air Customer Care: Complete, Practical Guidance

How to reach Forward Air customer care quickly

For the fastest help, start with the local station that is physically handling your freight. Use the Locations/Station Directory on forwardair.com to find the exact address, dock hours, and a direct phone number for each station (search by city, airport code, or ZIP). This is the best route for urgent issues like pickup changes, recovery times, dock appointments, and delivery exceptions.

For account-level questions (billing, contracts, portal access, EDI/API), use the Customer Portal help options on forwardair.com and the contact forms under Resources or Support. Include your company name, account number, and a primary reference (PRO, waybill, or BOL) in the subject line to speed routing. If you operate 24/7, ask your Forward Air rep for your station’s after-hours escalation procedure; major hubs often maintain extended or overnight coverage, but posted hours vary by location.

Tip: When in doubt, reference the station code tied to your shipment (e.g., ATL, ORD, LAX). You’ll usually find this on the label, BOL, or tracking page. Station codes and linehaul schedules determine who can take action on your freight right now.

What to have ready before you call or open a ticket

Having complete, specific shipment details reduces back-and-forth and can cut resolution time from hours to minutes. Prepare your primary tracking reference, origin/destination station codes, and the exact service you purchased (airport-to-airport, door-to-airport, airport-to-door, or door-to-door), plus any accessorials requested at tender.

If you’re reporting a service failure or delivery exception, be ready to confirm the consignee’s receiving hours, dock constraints (e.g., 53’ access, liftgate need), and a direct on-site contact with phone and email. Photos of labels, freight, and signed delivery receipts (with notations) are extremely helpful for both service and claims teams.

• Primary references: PRO or tracking number; air waybill (MAWB/HAWB) if applicable; your internal PO/SO or reference
• Shipment facts: piece count, total weight, dimensions, stackability, NMFC/class if used, and declared value
• Locations and hours: shipper/consignee addresses, dock hours, appointment windows, special security or airport entry requirements
• Contacts: names, mobile numbers, and emails for shipper, consignee, and on-site decision-makers
• Accessorials: liftgate, inside delivery, residential, limited access, notify-before-delivery, appointment, COD, or white-glove/final mile
• Documents and media: signed BOL, delivery receipt (noted), invoices, packing list, photos of damage or packaging, serial numbers

Tracking, notifications, and delivery exceptions

Use the tracking tool on forwardair.com (Track/Tracing) with your PRO, air waybill, or reference number. Typical scans include pickup, arrival at origin station, linehaul departures/arrivals between hubs, out-for-delivery, and POD. If a status seems stale for more than one scheduled cycle, call the station currently shown in possession of the freight; they can physically verify location and condition and update scans if needed.

You can request email notifications for key milestones and exceptions through the portal or by asking your account team to configure event subscriptions. For high-volume shippers, EDI 214 or webhook/API status pushes will eliminate manual polling and reduce missed updates.

Common exceptions include consignee closed, address issues, packaging concerns, and equipment constraints (e.g., no dock or no forklift). Customer care can arrange redelivery, reconsignment, or alternate equipment. Storage and redelivery fees may apply; free time varies by station and service, so verify your Rules Tariff and service confirmation.

Pickups, station services, and timing realities

Cut-off times for tender and recovery differ by station and product. If you are moving time-critical freight, ask for the day’s latest tender cutoff and confirm the planned linehaul departure. For airport-to-airport moves, ensure the shipper provides proper labeling and that freight meets packaging standards for the selected service to avoid delays at tender.

For will-call recovery at a Forward Air station, confirm the exact pickup window and bring a government-issued photo ID plus the PRO or waybill. If a third party is recovering freight, customer care can note an authorization and add their contact information and vehicle details to the record. Many hubs can support weekend or late-night recoveries, but only if prearranged.

If a pickup must be canceled or rescheduled, notify customer care as early as possible (ideally before driver dispatch). Same-day changes are often possible but may incur a truck-ordered-not-used or dry-run fee if a driver has already staged or arrived.

Claims: deadlines, documents, and what to expect

Forward Air, as an interstate motor carrier, processes cargo claims under the Carmack Amendment framework (49 U.S.C. § 14706) and 49 CFR Part 370. Industry-standard timelines apply: file your written claim within 9 months of delivery (or the date delivery should have occurred for non-delivery). Concealed damage should be reported promptly—within 5 days is a widely adopted best practice to avoid disputes about cause.

A valid claim package includes a formal claim statement (amount and basis), commercial invoice or repair estimate, the BOL, the delivery receipt with damage notation (if any), and photos that show packaging and damage. If salvage is possible, retain the product and packaging until the carrier advises next steps; disposal without inspection can reduce or void recovery.

Regulatory timelines require the carrier to acknowledge claims within 30 days and to pay, decline, or provide a status within 120 days; if unresolved, periodic updates are generally due every 60 days thereafter. File claims via the Claims section of forwardair.com (Resources > Claims) or as directed by your account team. For high-value freight, verify declared value terms and any service-specific liability limits in the current Rules Tariff before tender.

Billing, invoices, and credits

Use the customer portal to retrieve invoices, proofs of delivery (POD), weight and inspection certificates, and to submit billing disputes. When disputing charges (e.g., reclass, weight change, accessorials), attach supporting documents such as scale tickets, packing specs, photos, or delivery instructions. Include the invoice number, PRO, and your internal reference to avoid duplicate cases.

Credit terms vary by contract; Net 15 to Net 45 is common in the sector. If you need to add a new bill-to or change remittance info, submit a formal request through your account representative or the portal to prevent misapplied payments. ACH is typically available and reduces posting delays compared to paper checks.

For taxes, customs, and international incidental charges on air-forwarded shipments, clarify which party is responsible (shipper, consignee, or third party) on the BOL or waybill to avoid post-delivery billing. Customer care can update bill-to assignments before invoicing if you provide written authorization from the responsible party.

Escalation path and response-time expectations

Start with the handling station for operational issues; if you don’t receive a clear plan within a reasonable window (e.g., 1–2 business hours for active exceptions), escalate to the regional operations contact or your account manager. For systemic or multi-shipment issues, ask for a case number and a single point of contact to coordinate actions across stations.

When you escalate, include a concise timeline, all references, what you need (delivery today, redelivery, POD correction, fee review), and your drop-dead time. Clear, time-bound requests get attention and reduce internal handoffs. If a promised callback is missed, reply on the same thread and add “Escalation requested” to the subject line with the case or PRO number.

For after-hours emergencies, confirm your station’s published emergency line or on-call procedure in advance—especially for weekend recoveries, live tradeshow deliveries, or critical medical/tech moves. Many issues are solvable overnight if you have the right contact ready.

Technology: portal, EDI, and API options

Forward Air supports portal-based tendering, tracking, documents, and notifications on forwardair.com. Request multi-user access for your ops, billing, and customer service teams, and set role-based permissions to protect sensitive billing and claims data. Configure event notifications (pickup, arrival, out for delivery, POD, exception) so stakeholders get updates without manual checks.

For system-to-system automation, ask about EDI transaction sets commonly used in transportation: 204 (load tender), 214 (status), 210 (invoice), 990 (tender response), and 997 (acknowledgment). If you prefer REST APIs, request documentation for authentication, webhooks, rate quote endpoints, and tracking queries; API event pushes reduce email clutter and provide near-real-time visibility across TMS/WMS.

Before go-live, run parallel tests on at least 10 representative shipments (different weights, classes, accessorials, and service types). Validate that PROs, fees, and milestones match between your system and Forward Air’s portal, and that exceptions generate the expected alerts. Customer care can coordinate with IT/EDI teams to troubleshoot mapping and timing issues.

Common issues customer care can resolve fast

• Appointment changes and notify-before-delivery updates with a live confirmation window
• Address corrections and reconsignments prior to out-for-delivery to avoid storage/redelivery fees
• Real-time verification of freight location, piece count, and condition at a station dock
• Uploading and retrieving PODs, weight certs, photos, and inspection notes
• Coordinating liftgate, inside delivery, residential, and white-glove/final mile add-ons
• Initiating claim files and scheduling inspections to preserve recovery rights

Key takeaway: Use the station directory on forwardair.com for direct contact, come prepared with precise references and facts, and leverage the portal plus EDI/API for proactive visibility. That combination typically shortens resolution times, prevents accessorial surprises, and keeps time-critical freight moving without drama.

Does Forward Air deliver on weekends?

Weekend Transit by Origin
At Forward, weekend transit on select scheduled lanes is one of the many value solutions we offer. A premium service included in your quote with no hidden fees or upcharges. Because your time matters think Forward.

Who did Forward Air buy out?

Omni
In January 2024, after more than two months of litigation and moments before the commencement of the trial, the parties announced that Forward would complete its purchase of Omni. The deal closed a few days later.

Where is Forward Air headquartered?

Headquartered in Greeneville, Tennessee. Serving the US, Canada, and Mexico.

Is Forward Air a real company?

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market.