EMS Vietnam at 20: from efficiency to expansion
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In Asia Pacific’s fiercely competitive international express market, EMS Vietnam has established a reputation for excellence over the past two decades. Celebrating its 20-year anniversary, EMS Vietnam continues to maintain its strong market position by adapting and improving its EMS service to meet the needs of its international express customers.
Serving customers
EMS Vietnam has made improvements to simplify EMS for its customers. EMS Vietnam’s digital platform has developed so that customers in Viet Nam can conveniently place orders and request EMS pickups through the mobile app or website.
EMS Vietnam offers select customers direct cargo drop-off at the Office of Exchange, making shipments more efficient from the outset. To further streamline EMS, a new bulk shipment acceptance feature has been introduced. This allows customers to submit shipment data using a Manifest form and receive pre-issued waybills, enabling them to label parcels before drop-off.
Streamlining transport for faster deliveries
Behind the scenes, EMS Vietnam has expanded operations at its Office of Exchange to improve efficiency. As part of efforts to diversify export channels, EMS Vietnam has optimized and extended its export activities at Da Nang International Airport. Leveraging its strategic location, this expansion helps improve delivery times for central Vietnam and surrounding regions, enhancing its overall service performance.
EMS Vietnam has implemented cost optimization measures, particularly in international transport, without compromising service quality. Engaging with customers led to EMS Vietnam offering flexible pricing, the service accommodates shipments where a 1–2 day delay is acceptable using indirect or transit flights, significantly lowering freight costs. Additionally, by negotiating with airline agents and committing transport volumes, EMS Vietnam secures more competitive freight rates to benefit its customers.
EMS Vietnam’s winning formula
EMS Vietnam are customer service experts, impressively winning the EMS Customer Care Award for nine consecutive years, an incredible achievement. EMS Vietnam’s customers are treated as individuals with customized communication updates and dedicated contacts for key clients. They offer customers clear instructions on claims and offer rapid claims processing, within 24 to 48 hours. EMS Vietnam provides proactive support by reaching out to customers about potential issues.
All the hard work is paying off. Despite challenging market conditions, EMS Vietnam has not only maintained but grown its outbound volumes. Earlier this year, the team proudly earned the prestigious Silver Performance Award for its EMS service in 2024, a testament to their commitment to excellence.
Swift action: responding to the US duty-free de minimis suspension
Adapting quickly to regulatory changes is essential to protect customers. EMS Vietnam acted promptly to safeguard customers from the risk of shipment returns following the recent changes to US import duty policies. To ensure compliance and maintain smooth delivery, EMS Vietnam partnered with an authorized US Customs and Border Protection (CBP) entity to support import duty collection and remittance under the new regulations. This approach ensures a fully compliant process, which includes:
- Upfront duty collection: estimated duties are collected from senders based on declared content and inspection results. Senders sign a commitment to cover any additional fees, if required. Once dispatched, shipments are sent via regular channels to USPS for delivery.
- Duty payment and reconciliation: The US partner pays duties to CBP on behalf of the sender and reconciles these payments with EMS Vietnam. After delivery, EMS finalizes any additional charges or issues refunds to customers as needed.
EMS Vietnam’s phased rollout begins with a trial of one weekly flight from late September to mid-October 2025, allowing for testing and adjustments. From 15–31 October, frequency increases to two or three flights per week to ensure smooth operations and address potential challenges. The aim is for a full resumption of daily US-bound shipments starting from 1 November, 2025, enabling EMS Vietnam to meet peak season demands effectively.
Demonstrating the strength of the EMS Cooperative, EMS Vietnam is ready to introduce this US partner to other postal administrations as a practical solution for restoring services during the upcoming peak season.
Looking forward: building on 20 years of success
Looking ahead, EMS Vietnam has further ambitious plans to further enhance customer communications and support. These initiatives will strengthen its reputation, deliver even greater value to customers, and drive continued growth of the EMS service, building on two decades of dedication and success.