FAQ Distribution surcharge

How can I reserve a timeslot on your terminal after the introduction of distribution surcharge?

You can continue to reserve timeslots via our ePortal, EDI, or mass upload, just as you do today.

Can I also create a truck appointment through OptiTruck?

The OptiTruck appointment creation will be disabled in the first weeks after the start-up to streamline the booking process. It will be made available again in the coming weeks.

How do I know which slots are payable?

All timeslots between 6:00 AM and 8:00 PM are chargeable. A reservation fee will be temporarily held on your account, and the amount will be deducted after the visit is completed. For timeslots between 8:00 PM and 6:00 AM, a credit amount will be temporarily reserved on your account. The reserved amount will be automatically released if the truck completes the administrative check within the allotted time slot.

Why do you also reserve a credit amount for slots between 8:00 PM and 6:00 AM?

We plan our operations based on the number of bookings in a slot, the credits reserved will be automatically released if the truck completes the administrative check within the allotted time slot, but charged in case of a no show.

How will I know how much is charged for the slot I am trying to book?

During the appointment creation, you will be informed of the slot price and if this is a refundable slot or not*. Only after confirmation of this message the booking will be created. 

*For timeslots between 8:00 PM and 6:00 AM, a credit amount will be temporarily reserved on your account. The reserved amount will be automatically released if the truck completes the administrative check within the allotted time slot.

If I plan to drop off or pick up more than one container in one visit, do I have to make a reservation for every container? Do I pay the distribution surcharge for every container?

The distribution surcharge fee will be applied on appointment level, and not on container level. This means that if a TAR is created containing multiple containers, the distribution surcharge fee is applied only once.

If multiple TAR codes are being combined into 1 visit on the terminal, then only one visit will be charged. Reserved credit for the other combined visits will be refunded. All TAR’s need to have an appointment for the same timeslot in order to be combined into one visit.

Our appointments are created through EDI or Mass Upload, how will I receive feedback on the slot price?

You will receive a return message after submitting the timeslot reservation requests. This return message will indicate the price of each slot booked.

What happens If I don’t have sufficient credits?

You will be shown a message that your credits are not sufficient to reserve the timeslot. First top up your balance on the Portomundi website and try your booking again.

I've received a message that my company is unknown, what do I do?

To be able to book a timeslot, you have to link your Portomundi account to your TAMS account. Instructions on how to do so can be found here.

Where can I find an overview of my paid visits on your terminal?

On the Portomundi portal, you can open the Visits Overview page which will provide you with this overview. Instructions on where to find the Visits Overview can be found here.

Why do I receive a message that I will be charged for my current timeslot when I am updating a timeslot reservation?

Timeslot reservations can only be updated free of charge until one hour before the start of the appointment. As we plan our operations based on the number of bookings in a slot, late appointment updates cause impact and as such are charged as no shows.

What happens to the credits of my originally reserved slot if I update my appointment?

If your timeslot reservation was updated one hour or more before the start of the appointment, the credits of your original appointment will be refunded. Changes to the appointment 60 minutes or less before the start of the timeslot will imply the reservation of an additional distribution surcharge fee.

Can I also update a truck appointment through OptiTruck?

Yes, the OptiTruck appointment update functionality will remain available.

How will I know how much is charged for the slot I am trying to change my booking to?

During the appointment update, you will be informed of the new slot price and if the fee reservation can be released after the appointment execution or not. You will also be informed if your current slot will be refunded or charged after completion of the update. Only after confirmation of this message the booking will be updated.

Why do I receive a message that I will be charged for my timeslot when I am cancelling a timeslot reservation?

Timeslot reservations can only be cancelled free of charge up to one hour before the start of the appointment. As we plan our operations based on the number of bookings in a slot, late appointment cancellations cause impact and as such are charged as no shows.

What happens to the credits of my cancelled slot?

If your timeslot reservation was cancelled up to one hour before the start of the appointment, the credits of your appointment will be refunded. If the cancellation was performed later, then the reserved fee will be charged to your account.

Can I also cancel a truck appointment through OptiTruck?

Yes, the OptiTruck appointment Cancel functionality will remain available.

How will I know how much is charged for the slot I am trying to cancel?

During the appointment cancellation, you will be informed if your current slot will be refunded or charged after cancellation. Only after confirmation of this message the booking will be cancelled.

Is there a tolerance period around my booked timeslot?

You are allowed on the terminal one hour before the start of your timeslot until one hour after the end time of your booked timeslot.

What happens when I do not arrive at the terminal on time?

In case you do not arrive within the tolerance period for your booked timeslot, the reserved fee for the appointment will be charged. As we plan our operations based on the number of bookings in a slot, late arrivals cause impact and as such are charged as no shows.

If you know upfront that you cannot make the appointment in time, you can update it free of charge to another slot free of charge providing this is done latest before the start of your appointment.

If I drop off or pick up more than one container in one visit, how do I avoid paying for every container?

While doing the A-check, combine all relevant TAR’s into one visit. This ensures that only one visit will be charged. Credit for the other visits will be refunded.

All TAR’s need to have a reservation for the same timeslot in order to be combined into one visit.