DP WORLD
SAN ANTONIO

How do I contact DP World San Antonio Customer Service?

Phone: +56 35 2389058

Email: [email protected] 

Office Hours: Monday to Saturday, from 8:30 AM to 10:00 PM.

Where can I find the inspection schedule?

Land Operations contact information:

• Ángela Sepúlveda - Land Operations Coordinator:

[email protected] 

+56 9 4406 9845

• Land Operations Supervisors:

[email protected] 

+56 9 9496 3671 / +56 9 6658 4998

• Land Operations Department:

[email protected] 

+56 3 5237 5068

Where can I send my CV? 

Please send your CV to: [email protected] 

What are the terminal's shift and meal break hours?

Shifts:

• 1st Shift: 08:00 AM – 03:50 PM
• 2nd Shift: 03:50 PM – 11:00 PM
• 3rd Shift: 11:00 PM – 06:30 AM

Rest / Meal Breaks:

• 1st Shift: 12:00 PM – 12:30 PM
• 2nd Shift: 07:30 PM – 08:00 PM
• 3rd Shift: 03:00 AM – 03:30 AM

How do I file a formal complaint?

https://www.dpworld.com/es-cl/ports-terminals/chile/san-antonio/reclamos-formales

How do I contact CIS Customer Service?

• [email protected] | +56 9 4216 5067
• [email protected] | +56 9 6626 3238
• [email protected] | +56 9 4023 0047
• [email protected]
• Scheduling Assistance: Monday to Friday, from 08:30 AM to 06:00 PM.
• Depot Opening Hours: Monday to Friday, from 08:00 AM to 10:00 PM. Saturdays, from 08:30 AM to 03:00 PM.

How can I register license plates and drivers for container delivery or pick-up? You must first have a transport profile created in the DP World portal. You can request it by emailing [email protected], and they will send you the creation instructions. Once created, log into the portal at https://portal.dpworldsanantonio.cl/#/login to register license plates and drivers.

What should I do if I want to remove a license plate or a driver? Log into the portal (https://portal.dpworldsanantonio.cl/#/login) using your username and password, select the driver and/or license plate, and click delete.

What should I do to unlock my account? You can send an email to the Customer Service department at [email protected] or call the landline +56 35 2389058.

• Customer Service hours: Monday to Saturday, from 08:30 AM to 10:00 PM.

What should I do to update my account email address? 

Please contact Customer Service to request the disclaimer form, which you must fill out with the required new information. Once completed and signed, send it back so the system can be updated.

What should I do to unblock a driver and/or a license plate?

You can inquire about the reason for the block by emailing [email protected]. To unblock the personnel and/or equipment, you must visit the Security and Enrollment office in person, located at the North Access next to the turnstile. Alternatively, you can email [email protected] and [email protected].

Whom should I contact if I experience issues with the Ziyu app?

You can reach the help desk at +56 9 7408 5056 via phone call or WhatsApp.

How can I schedule the delivery of export units (Fast Track)?

You must have a profile created in the Community Portal. If you do not have one, please visit http://gl-community.dpworld.com to register.

What should I do if I am running late to pick up a container?

You can request a rehandling charge (remanejo) by emailing [email protected] and following the payment instructions. Alternatively, you can request the rehandling in person at the terminal's rehandling booth and pay via Transbank or bank transfer.

• Please refer to the Rehandling Service User Manual: DP World Tools & Resources

9. How can I recover a lost Import or Export Interchange (EIR)? 

You can request a copy from [email protected] and [email protected]. Please note there is a fee for reprinting or digital forwarding.

For IMPORTS (IMPO): You can check the ZIYU app, which generates the EIR for the user once the units are picked up from the port.

For EXPORTS (EXPO): You can request it from your Customs Agency, as they have access via the portal.

What are the cargo receiving hours for a vessel? 

Cargo reception is carried out according to the stacking period published for each vessel. Before coordinating the gate-in of a unit, we recommend checking the published stacking schedules on our DP World San Antonio website or consulting your shipping line.

What should I consider when performing the pre-notice (pre-advise)?

When submitting the pre-notice, verify that all documentation associated with the cargo is correct and that the information entered into the system matches the presented documents.

Note: Any differences or discrepancies must be corrected and modified prior to Pre-Gate entry to avoid rejections or delays in the reception and loading process.

What documentation do I need to present for the gate-in of an export unit? Documentation depends on the cargo type and operation. Generally, a DUS, DTI, or MIC/DTA is required (as applicable), in addition to the documentation demanded by Customs and/or the shipping line.

What happens if my cargo enters with a Late Arrival status?

Units with a Late Arrival event must be pre-noticed with VGM weight. Units with a weighing request (romaneo) at the port will not be accepted. If the unit has an active weighing request, it must be modified prior to entering the terminal.

What should I consider if my cargo is rolled over to another vessel?

When cargo is rolled over (roleada), the client or their agency must update the customs documentation for the new shipment. To do this, they must present the DUS amendment or a new DUS (as applicable) to the Exports Department.

Important: Documentation must be regularized with Customs prior to loading the cargo onto the new vessel.

Where can I check the stacking schedule? 

You can check it here: https://documentos.dpworldchile.com/

Where can I inquire about early or late arrival information?

You can inquire via email at [email protected] or call +56 9 4292 7896.

What is the deadline for direct registration of RORO and container ships? 

For both types of vessels, the deadline for direct registration is up to 8 hours prior to the vessel's ETA (Estimated Time of Arrival).

What types of breakbulk cargo can be registered directly in the portal?

Any cargo manifested under code 85 (Automotive) can be registered. Cargoes manifested under other codes are not eligible for direct registration through the portal.

What is the cargo clearance process for containerized and breakbulk cargo?

An email must be sent to [email protected] once the vessel has officially arrived at the Imports area. The email subject line must include:

• Customs Document Number.
• BL (Bill of Lading) Number.
• Vessel Name.

Additionally, the following documentation must be attached:

• Import Document (Documento de Internación).
• Inspection selection (Selección de aforo) issued by Customs.
• Proof of duty payment issued by the General Treasury of the Republic (Tesorería General de la República).

Note: If the unit has a hold and you sent the email with documents more than 90 minutes ago, please call (35) 238 9058.

When should the DIN be entered into the system after being accepted by Customs?

Once you have an accepted DIN, it must be entered into the system prior to the vessel's arrival to avoid extra costs. If a unit is selected for a customs inspection (aforo), billable events consisting of 2 movements + 1 transfer will be charged.

How can I download the DRC from the portal? 

Go to REPORTS / DRC column and fill out the requested details (as shown in the example, completing all fields).

Note: If you have an HBL, you must add a "+" sign at the end. A screenshot is provided below as a guide.

How can I request pre-invoices for connected containers or indirect dispatches? 

You must schedule the dispatch/gate-out time in the system so the Billing department can generate the associated charges.

What should I do to request pre-invoices for RORO cargo? 

You must attach the tally slip (papeleta) and the DI, along with the pick-up date if it is an indirect cargo, to generate the charges. These requests must be submitted by 09:00 PM; otherwise, they will be processed during the first shift of the following day.

What is the procedure to request a credit note?

Requests must be sent via email to [email protected] with a copy to [email protected]. 

Note: This is a meticulous process that requires time and management approval. Therefore, Credit Notes (C/N) can take approximately 2 to 3 weeks to process.

What types of holds or holds/blocks does the Billing department handle?

Billing is only responsible for Financial Holds, Financial SF Holds, and Rehandling (remanejo). For other types of holds (e.g., documentary blocks), please coordinate with the responsible areas, such as the Imports or Exports departments, depending on the case.

How do I manage permits through the Commander Check-in system? 

This system is intended for visitors and suppliers. The procedure link is attached here: https://commandercheckin.com

What should I do if I have units with a financial hold on vehicles or containers?

• Check the Tracking module in the portal to verify if the unit has a financial block: https://portal.dpworldsanantonio.cl/#/login
• If you have already paid, please wait 90 minutes.
• If you have an active credit line, call (35) 238 9058 to request a case review and have the block lifted.
• If you do not have a credit line and more than 90 minutes have passed, send proof of payment to [email protected], [email protected], or call (35) 238 9058 for billing and release.
• If you do not have a billing document to pay, send an email to the billing team at [email protected].
• If you do not have a billing document and requested it more than 90 minutes ago, call (35) 238 9058.
• If the block was applied incorrectly, please send an email to [email protected].