Selecting a freight forwarder isn’t just about finding someone who can move your cargo. It’s about choosing a partner that protects your supply chain, builds efficiency, and helps your business grow. In a competitive city like Montreal, home to major ports, international airports, and a vibrant logistics ecosystem, the right partner makes all the difference.
Here are 7 key questions to ask before making your decision, along with insights into what the answers should reveal.
Freight forwarding should never come with surprises. Unfortunately, hidden fees and vague breakdowns are still widespread in the industry. Your forwarder should be upfront about what’s included in the quote and what isn’t, no gray zones, no sudden add-ons.
A reliable partner will walk you through a detailed breakdown: fuel surcharges, documentation, port fees, warehousing if applicable. Pricing may seem higher at first glance compared to other quotes, but ask yourself what the cheaper options are leaving out. Are duties included? Is insurance? What about last-mile delivery?
Tip: Always request all-risk insurance on your cargo. It’s a small investment that can protect you from serious losses.
2- How advanced is their shipment tracking and visibility technology?
Can you monitor your cargo in real time? A strong partner offers transparency at every step, whether it’s by communicating clearly throughout each milestone (pickup, departure, arrival, customs, and confirmed delivery to your door), or by offering a digital live tracking platform such as Falcon’s tracking page.
You shouldn’t have to chase updates. A forwarder that prioritizes care will ensure you’re informed at every milestone. That’s not just a convenience, it’s critical for coordinating downstream operations like warehouse planning or production.
3- How do they manage disruptions, delays, or damage claims?
Delays and damage happen. What defines a great forwarder is how they respond. Ask:
- Do they take responsibility when issues occur?
- Do they clearly explain their claims process?
- What’s their track record?
At Falcon, our damage claim rate is under 1%, and when disruptions happen, we act quickly. That includes proactive communication, alternate routing when needed, and real-time document coordination.
If your potential partner avoids discussing insurance, can’t explain their claim process, or hesitates to share performance stats, take that as a red flag.
4- How experienced are they with international compliance and customs regulations?
Cross-border logistics is complex. It’s not just about moving freight, it’s about doing it legally, efficiently, and in full compliance.
Your forwarder should be familiar with HS codes, incoterms, duty optimization, country-specific regulations, and bonded warehousing.
Tip: Look for certifications like CIFFA, FIATA, IATA, and NCBFAA as markers of credibility.
5- How flexible are they in tailoring solutions to your unique needs?
Your logistics provider shouldn’t push a one-size-fits-all template. Whether you’re shipping high-value machinery, coordinating a just-in-time delivery, or managing a full project cargo deployment, your forwarder should adapt to you.
Customization means building around your timeline, budget, and service constraints, not theirs.
6- How responsive and accessible is their team?
Can you reach someone when it matters? Or are you stuck in email loops?
The right forwarder gives you a dedicated point of contact, someone who knows your business, speaks your language, and answers when it counts. Responsiveness isn’t just about speed, it’s about accountability.
7- How credible are their results, client references, and performance metrics?
Reputation matters, but results matter more.
Ask for real metrics: shipment success rates, client retention, claim statistics, and case studies. A partner worth your business will have numbers that prove their reliability and performance.
At Falcon, we’ve completed over 100,000 shipments, hold a claim rate under 1%, and retain many clients year over year.
Browse our project highlights to see what execution at a high level looks like.
Final Word of Advice
Choosing a freight forwarder is a strategic decision. Don’t settle for generic service, unclear pricing, or vague promises & don’t move forward until you get clear, confident answers.