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Support >> Truck Operator >> FAQ
Manuals
Instructional videos can be accessed via the following links for:
Creating a timeslot [INSERT LINK]
Changing a timeslot [INSERT LINK]
Cancelling a timeslot [INSERT LINK]
General tips & tricks regarding platform usage can be found here [INSERT LINK].
Booking Timeslots
MPET aims for maximum efficiency and optimal use of terminal capacity. To achieve this, MPET is implementing both measures to promote a more balanced distribution of truck visits during daytime hours, encourage night transport, and support combined visits.
Daytime hours are from 06:00 to 20:00. Nighttime hours are from 20:00 to 06:00. The surcharge applies during daytime hours from Monday to Saturday.
The distribution surcharge is 15 euros (excl. VAT) per booked timeslot during daytime hours. No surcharge is applied during nighttime hours.
You can reserve timeslots via MPET Connect [INSERT LINK]. Booking appointments via E-portal (including mass upload) and EDI will no longer be possible.
The step-by-step guide for creating an MPET Connect account can be accessed via [INSERT LINK].
No, making appointments via ePortal will no longer be possible starting [17 November 2025].
This is because your MPET Connect account is not linked to your Portomundi digital wallet. You can automatically resolve this via [INSERT LINK].
Export containers: appointments for delivering export containers can be made up to 7 days in advance, provided the DCD is known and falls within that period.
Import containers: appointments for picking up import containers can be made within the next 7 calendar days, provided the container number is known.
Yes, you must make an appointment for both delivering and picking up empty containers.
Yes, delivering or picking up empty containers is considered a regular truck visit and will incur a surcharge during daytime hours.
No, no appointment is required for CFS/Breakbulk. The current procedure remains applicable.
Yes, modifying and adding a container number is free of charge until gate-in.
If a ship is delayed and this affects the DCD (Dynamic Controlled Delivery), all appointments booked within the next 24 hours remain valid. For appointments beyond this window, the transporter will receive a notification via MPET Connect indicating that the existing appointment will be cancelled and a new one must be made.
No, this is not possible. Appointments can only be made via MPET Connect.
There may be several reasons for being unable to book a timeslot. In such cases, the specific reason is always mentioned in the error message when creating the TAR. An overview of all possible error messages with explanations can be found here [INSERT LINK].
Additionally, it may be that all available timeslots are fully booked. In that case, it is not possible to reserve a slot within the desired timeframe. You must choose the next available timeslot with capacity.
For each truck visit between 06:00 and 20:00, a fee of 15 euros excl. VAT is charged. Reservation costs are temporarily booked to your Portomundi account and only deducted after the visit. For timeslots between 20:00 and 06:00, a temporary amount of 5 euros excl. VAT is reserved. This amount is automatically released once the truck completes the administrative check within the booked timeslot.
We plan our activities based on the number of bookings in a given timeslot. The reserved amount is automatically released once the truck completes the administrative check within the booked timeslot, but will be charged if you do not show up.
The surcharge will be charged via the Portomundi digital wallet.
You will receive a notification if your credit is insufficient to reserve the desired timeslot. First top up your credit via [INSERT LINK] and then try to make your booking again.
Yes, no other payment methods are available.
This can be accessed via Portomundi [INSERT LINK].
Changing a timeslot
Changes and additions of containers and bookings are free of charge and possible until gate-in.
Time changes are free of charge up to 1 hour before arrival.
No, changes can be made to the TAR (e.g., changing or adding container numbers, adding export references) without losing the timeslot.
Reservations can be modified free of charge up to 1 hour before the appointment. Since we plan our operations based on the number of bookings per timeslot, late changes have an impact. Therefore, changes made shortly before the appointment are considered no-shows and will be charged.
If you modify your reservation at least 1 hour before the appointment, the credits of your original appointment remain reserved. If changes are made within 60 minutes before the timeslot, a surcharge will be applied.
The booking platform displays the price associated with each timeslot.
Cancelling a timeslot
Cancellations are free of charge up to 1 hour before the appointment. Since we plan our operations based on the number of reservations per timeslot, late cancellations have an impact. If you cancel less than 1 hour in advance, it is considered a no-show and will be charged.
If you cancel your reservation at least 1 hour before the appointment, the credits will be fully refunded. If the cancellation occurs later, the reserved costs will be deducted from your account.
How do I know how much will be charged for the slot I am trying to cancel?
TRUCK VISIT TO TERMINAL
Yes, you may enter the terminal from 30 minutes before the start of your booked timeslot until 1 hour after its end. Broader timeslots apply during weekends, with the same margin of 30 minutes before and 1 hour after the booked time. An overview of the applicable timeslots including tolerance periods can be found here [INSERT LINK].
If you do not arrive within the tolerance period of your booked timeslot, the reserved amount for the appointment will be charged. Since we plan our operations based on the number of bookings per timeslot, late arrival has an impact and is considered a no-show.
If you know in advance that you will not make the appointment on time, you can reschedule it free of charge to another time, provided you do so at least 1 hour before the appointment.
A reservation can be modified or cancelled free of charge up to 1 hour before the booked timeslot. If the cancellation or modification occurs later, the reserved costs will be deducted from your account and a new surcharge of 15 euros excl. VAT will be applied for the new timeslot.
For additional questions, you can always contact [email protected]. Our team will be happy to assist you.