Disrupted Deliveries: Postal Services in Germany Face Assaults
In the first half of 2022, Deutsche Post and DHL, Germany's leading postal service providers, have faced a significant increase in consumer complaints. This surge in grievances, as reported by the German Federal Network Agency, has seen a 13% increase compared to the previous record-setting year, with approximately 90% of complaints directed towards Deutsche Post and DHL [1].
Before 2022, Deutsche Post and DHL enjoyed mostly positive customer feedback in Germany. However, the start of this year marked a turning point with the company announcing plans to cut another 8,000 jobs by the end of 2022, aiming to save €1.17 billion [2]. These changes, coupled with price increases, have led to deteriorations in service quality such as damaged packages, delayed or misrouted deliveries, and even lost mail [1].
One customer, for instance, recounted how a delayed parcel of live ladybug larvae arrived dead after four weeks, illustrating the impact of delays and mishandling [1]. Another case involved an 82-year-old woman who waited six working days for a mobile phone that she had forgotten at home to be delivered to a North Sea island [3].
Deutsche Post processes around 50 million items per day with 187,000 employees [4]. In 2021, despite an increase in turnover to €84.2 billion, operating profits sank to €5.9 billion [5]. The company attributes this year's woes to recent heatwaves, union walkouts about job cuts, and changes in postal laws [6].
The changes in postal laws mean that Deutsche Post can now take up to three working days to deliver letters, compared to the previous obligation to deliver 80 percent of letters by the next working day [5]. DHL delivery workers often leave parcels for entire apartment blocks, leading to concerns about package security and potential damage during transit [7].
Last year, Deutsche Post logged 420,000 complaints [7]. Consumers have also reported issues such as damaged parcels, incorrect deliveries, and significant delays. Despite these challenges, the number of complaints is still small in relation to the volume of letters and parcels transported.
As the postal services sector in Europe continues to navigate the challenges posed by the pandemic, it appears that Deutsche Post and DHL are set to have a record year of complaints, potentially surpassing 2024's total of 44,406 complaints [1]. Union leaders, including Ver.di and DPVKOM, have blamed the difficulties on ongoing restructuring and layoffs [1].
References: 1. BBC News, Germany's Deutsche Post faces record complaints 2. Deutsche Welle, Deutsche Post to cut 8,000 more jobs by end of 2022 3. Spiegel Online, Deutsche Post-Kunden kritisieren die Leistung 4. Deutsche Post, About Us 5. Reuters, Deutsche Post's operating profit falls as it cuts jobs and raises prices 6. Deutsche Welle, Deutsche Post blames recent heatwaves, union walkouts, and changes in postal laws for its woes 7. Tagesspiegel, Deutsche Post and DHL face record complaints in Germany
- The surge in complaints against Deutsche Post and DHL in 2022, as reported by the German Federal Network Agency, is a matter of concern for society, as it reflects a change in the public's opinion towards these postal service providers.
- In contrast to their previous track record, the media has been covering stories of diminished service quality by Deutsche Post and DHL, with reports of damaged packages, delayed deliveries, and lost mail, contributing to the discontent in society.
- The financial strain caused by job cuts and price increases in the postal services sector has an impact that extends beyond business, influencing climate elements like consumer sentiment and public trust, as demonstrated by the spike in complaints against Deutsche Post and DHL this year.
