Pilot Freight Services tracking

What is Pilot Freight Services?

Pilot Freight Services is a full-service, asset-based transportation and logistics company headquartered in Glen Mills, Pennsylvania, operating today as a subsidiary of A.P. Moller - Maersk following its acquisition in May 2022. The company was originally incorporated on October 29, 1970, under the name Pilot Air Freight Corp., with its first station opening at Philadelphia International Airport in Pennsylvania. In its early years, the business operated as an airfreight forwarder, booking cargo space on existing passenger and freight airlines rather than operating its own aircraft. One contemporary newspaper described the model as a "travel agency for cargo," a characterization that captured both the simplicity and the efficiency of the approach at the time.

The company grew steadily through the 1970s, reaching $1 million in revenue by 1974 and $7 million by 1979. A franchising program launched that same year became a major growth driver through the 1980s. By 1985, the franchise network had expanded to 55 locations with combined sales of approximately $55 million. In 1994, Richard Phillips acquired half the company and became its chairman, beginning a new period of strategic expansion. Annual revenues surpassed $100 million by 1995. In 2007, the company officially rebranded from Pilot Air Freight to Pilot Freight Services, a name change that reflected an expanded portfolio now including ground transportation, international ocean freight, and supply chain management beyond its original air freight roots.

The modern shape of the company was defined by a series of acquisitions in the late 2010s and early 2020s. In 2018, Pilot acquired Manna Freight Systems, a Minneapolis-based final mile specialist focused on furniture and appliance delivery with installation. In April 2021, the company purchased DSI Logistics, another provider of last-mile delivery and installation for heavy and hard-to-handle goods. That same year, Pilot acquired American Linehaul Corporation, expanding its ground transportation capabilities. The most transformative transaction came in February 2022, when A.P. Moller - Maersk announced its intention to acquire Pilot for an enterprise value of $1.8 billion. The deal closed in May 2022 at a transaction price of approximately $1.68 billion, and the company was rebranded as Pilot - A Maersk Company.

• Founded: October 29, 1970, at Philadelphia International Airport, Philadelphia, Pennsylvania, USA, under the name Pilot Air Freight Corp.
• Rebranded: 2007, from Pilot Air Freight to Pilot Freight Services, with the current operating name Pilot - A Maersk Company following the 2022 acquisition
• Headquarters: Glen Mills, Pennsylvania, USA
• Parent company: A.P. Moller - Maersk, which acquired Pilot in May 2022 at a transaction price of approximately $1.68 billion
• Network size: More than 87 station and hub locations across North America, with access to approximately 150 U.S. facilities following the Maersk integration
• Workforce: More than 2,600 full-time employees at the time of the 2022 acquisition
• Specialization: Second-largest last-mile delivery provider for big and bulky goods in the United States, with a focus on heavy and hard-to-handle (H3D) freight
• Customer service: National line available 24 hours a day, 7 days a week, reachable at 1-800-447-4568

Pilot's position in the freight market is anchored by its focus on heavy and hard-to-handle final mile delivery, a segment that most national parcel carriers do not serve. The company acts as a logistics partner for retailers, appliance manufacturers, and furniture brands that need goods delivered into consumers' homes, often with additional services such as installation or assembly. Following the Maersk acquisition, Pilot also became part of one of the world's largest integrated logistics platforms, giving its customers access to ocean, air, and ground freight capabilities across approximately 190 countries through a single provider relationship.

Which countries does Pilot Freight Services deliver to?

Pilot Freight Services operates primarily as a North American carrier, with a domestic network of more than 87 stations and hubs spread across the United States. The company's ground and final mile services extend into Canada and Mexico through cross-border solutions, giving the combined network reach to more than 25,000 cities across the U.S. and Canada. Within the United States, coverage spans both dense urban markets and more rural areas, with targeted acquisitions in recent years specifically filling geographic gaps in regions such as the Pacific Northwest and Oklahoma.

Internationally, Pilot draws on a partner network of carriers and logistics operators to extend its reach across more than 190 countries. This international capability is grounded in Pilot's history as an airfreight forwarder going back to 1970 and has been reinforced considerably by the integration with Maersk's global infrastructure since the 2022 acquisition. The company maintains administrative offices in the Netherlands and Spain, which serve as the primary operational anchor points for its European business. For international freight beyond North America, Pilot offers air freight forwarding, ocean freight forwarding, and documentation and customs coordination handled through its established partner network.

• United States: Full domestic coverage across all states, reaching more than 25,000 cities through a hub-and-spoke network of over 87 stations and hubs
• Canada: Cross-border ground transportation and freight forwarding extending domestic U.S. coverage into Canadian markets
• Mexico: Cross-border logistics solutions for U.S.-Mexico freight movements
• Europe: Administrative offices in the Netherlands and Spain anchor European operations, with freight forwarding available across the continent
• Global partner network: Freight routing supported in more than 190 countries through Pilot's legacy partner carrier network and Maersk's international infrastructure

International deliveries outside North America are handled through a coordination model where Pilot manages the origin side of the movement, including documentation, export filings, and handover to the appropriate destination-country partner carrier, which then assumes responsibility for in-country distribution and final delivery. This structure is consistent with how most international freight forwarding operations function, with the origin forwarder acting as a single point of contact for the shipper while coordinating with multiple carriers behind the scenes. The depth of this international network expanded substantially after the Maersk acquisition in 2022, as customers gained access to one of the world's largest ocean and air freight platforms through the same provider relationship.

What are the Pilot Freight Services services and delivery times?

Pilot Freight Services structures its domestic offering around two main service categories. The first is time-definite freight, which provides six distinct speed tiers for business shippers. The fastest option, First Flight Service, places shipments on the first available outbound aircraft with priority boarding. Next Day AM guarantees delivery by noon on the following business day, while Next Day PM guarantees delivery by 5:00 PM the same next day. The 2-Day and 3-Day services guarantee delivery by 5:00 PM on the second or third business day respectively. The Economy tier, the most cost-effective option in the portfolio, delivers no later than the fifth business day by 5:00 PM.

The second major category is final mile delivery for heavy and hard-to-handle, or H3D, goods, which is Pilot's most distinctive operational area. Several branded sub-services fall under this umbrella. Pilot Last Mile Home covers a range of delivery and installation options for consumer items. Pilot Furniture Direct addresses the handling of high-value furniture and oversized pieces. Pilot Home Delivery focuses on heavy consumer goods shipped directly to end users. Each of these services can include value-added options such as white glove delivery, in-home assembly, installation, and removal of packaging materials. For residential final mile shipments, delivery timing is arranged through a pre-call scheduling process where Pilot contacts the recipient to agree on an appointment window before any attempt is made.

Pilot also operates in freight forwarding for domestic and international shipments across all modes, including air, ocean, less-than-truckload, or LTL, and full truckload, or FTL. Warehousing and cross-docking services support its transportation operations and supply chain customers. Industry-specific programs serve verticals such as aerospace, automotive, healthcare, retail, trade shows, and e-commerce, with time-critical parts delivery for aerospace and automotive clients and temperature-sensitive handling capabilities for healthcare shipments. All standard domestic deliveries are conducted Monday through Friday.

• First Flight Service: Priority boarding on the first available outbound aircraft; fastest available domestic air option for the most time-sensitive freight
• Next Day AM: Guaranteed delivery by 12:00 noon on the next business day
• Next Day PM: Guaranteed delivery by 5:00 PM on the next business day
• 2-Day Service: Guaranteed delivery by 5:00 PM on the second business day
• 3-Day Service: Guaranteed delivery by 5:00 PM on the third business day
• Economy Service: Delivery no later than the fifth business day by 5:00 PM, at the lowest cost tier within the time-definite portfolio
• White Glove Delivery: Full in-home service including unpacking, positioning, assembly or installation as applicable, and removal of all packaging materials and debris
• Platinum Guarantee: Add-on available for any time-definite service tier, providing a full refund of freight charges if the delivery commitment is not met
• Saturday delivery: Available by prior arrangement in specific industries including cosmetics and pharmaceuticals, with standard deliveries running Monday through Friday across the rest of the network

For international shipments, transit times depend on origin, destination, mode of transport, and the customs clearance process at the destination country, and are quoted on a shipment-by-shipment basis. For residential final mile deliveries domestically, the appointment-based scheduling model means the actual delivery date is agreed directly with the recipient, which can add time relative to the freight's arrival at the local delivery station.

What are the Pilot Freight Services rates and maximum dimensions accepted?

Pilot Freight Services does not publish a universal rate card. Pricing is calculated on a shipment-by-shipment basis and depends on several factors, including the actual weight and dimensions of the shipment, the origin and destination zip codes, the service tier selected, and any supplemental services requested such as white glove delivery, assembly, or installation. For shipments where the physical size generates a volumetric equivalent that exceeds the actual weight, a dimensional weight calculation is applied and the higher of the two figures is used as the billable weight. This dimensional weight practice is standard across the air and ground freight industry and particularly affects large but lightweight items.

For LTL shipments, rates are structured around the freight's National Motor Freight Classification, or NMFC, class, which assigns a category to each commodity type based on density, stowability, handling requirements, and liability. Pilot publishes a Rules Tariff, designated as Rules Tariff No. 2, that governs the terms, conditions, and rating rules applicable to its domestic LTL services. For final mile home delivery, the complexity of the service level selected affects the per-shipment price, with threshold delivery carrying a lower cost than room-of-choice delivery, which is in turn lower than full white glove service with installation.

• Rate factors: Actual or dimensional weight, origin and destination, service tier, and any value-added service options selected at the time of booking
• LTL freight classification: Rates for LTL shipments are based on NMFC class, with higher-class commodities carrying higher per-hundredweight rates
• Dimensional weight: Applied when the volumetric equivalent of the shipment exceeds the actual weight; the higher value is used as the billable weight
• Rules Tariff No. 2: Pilot's published tariff governing all domestic LTL terms, conditions, and rating rules
• Rate quotes: Available through Pilot's customer service team; third-party freight brokers may also provide rate quotes for certain service types
• International rates: Quoted individually based on shipment lane, mode of transport, commodity type, and documentation requirements

The weight and dimension limits accepted for each service type are determined at the time of booking based on the equipment and handling capabilities of the relevant station. Final mile shipments in the H3D category by definition involve oversized and heavy items that standard parcel carriers do not handle. Customers with freight that falls outside standard dimensions are advised to contact the national customer service team to confirm handling capabilities before placing a booking.

What are the Pilot Freight Services delivery options?

Pilot Freight Services offers a structured range of delivery configurations, particularly for its residential and final mile service lines. For commercial shipments, standard delivery to a business dock or receiving area is the default arrangement, with no pre-scheduling requirement in most cases. For residential deliveries, the company offers four main service levels that differ in the degree of handling provided by the delivery team. Threshold delivery places the shipment at the first dry area at the entrance of the home, without the delivery team proceeding further into the residence. Room-of-choice delivery carries the item into the specific room designated by the recipient during the scheduling process.

White glove delivery is the most thorough configuration available and goes considerably further than basic placement. Under this service level, the delivery team unpacks the item, positions it in the designated location, assembles it if required, installs it if applicable, and removes all packaging materials and debris from the home before leaving. This service is most common for high-value appliances, large furniture pieces, and consumer electronics that require setup. Pre-call scheduling is built into the residential delivery process as a standard step. Before the first delivery attempt, Pilot contacts the recipient either by phone, recorded as a PRE status in the tracking system, or by email, recorded as PRE1, to agree on a delivery appointment window in advance.

• Commercial delivery: Standard delivery to a business dock or receiving area, without pre-scheduling requirements in most cases
• Threshold delivery: Placement of the shipment at the first dry area inside the entrance of the home; the delivery team does not proceed further into the residence
• Room-of-choice delivery: Placement in the specific room designated by the recipient at the time of delivery scheduling
• White glove delivery: Full service including unpacking, positioning, assembly or installation as applicable, and removal of all packaging materials from the premises
• Pre-call scheduling: Standard for all residential final mile deliveries; Pilot contacts the recipient in advance by phone or email to agree on a delivery appointment window before any attempt is made
• Signature confirmation: Standard for freight and final mile deliveries, with proof of delivery details recorded in the tracking system upon completion

If a first delivery attempt cannot be completed because the recipient is unavailable, Pilot reschedules through the same pre-call process. For commercial shipments where the first attempt fails without prior notice from the consignee, a re-delivery charge may apply. Standard residential deliveries are conducted Monday through Friday. Saturday delivery can be arranged in specific industries including cosmetics and pharmaceuticals by prior arrangement, but is not available as a standard option across the network.

What should I do if my Pilot Freight Services parcel is lost or damaged?

If a Pilot Freight Services shipment arrives with visible damage, the recommended step is to note the damage on the delivery receipt before signing and photograph the damaged packaging and goods at the time of delivery. For damage that is not apparent at delivery, referred to in the freight industry as concealed damage, the standard practice is to file a claim within 5 days of the delivery date. Staying within this window is important for preserving the right to compensation and prevents disputes about whether the damage occurred during transit or after delivery was completed.

Once a claim is submitted, Pilot has 30 business days to formally acknowledge it and up to 120 days to issue a final determination, which may take the form of an approval, a partial approval, or a denial. Claims must be supported by specific documentation, and Pilot's standard carrier liability may be limited unless the shipper declared a higher value at the time of booking and paid the applicable excess valuation charge. The Platinum Guarantee, available as a service add-on for time-definite shipments, separately entitles the shipper to a full refund of freight charges if the guaranteed delivery window is not honored.

• Visible damage at delivery: Note the damage on the delivery receipt before signing and photograph the goods and packaging at the time of delivery
• Concealed damage filing deadline: Claims must be filed within 5 days of the delivery date
• Acknowledgment period: Pilot has 30 business days to formally acknowledge a submitted claim
• Determination period: Pilot has up to 120 days from submission to issue a final approval or denial of the claim
• Required documentation: Completed claims form, original Bill of Lading, proof of delivery, photographs of the damage, original invoice or purchase order, and any available inspection reports
• Customer service line: Available 24 hours a day, 7 days a week, reachable at 1-800-447-4568
• Platinum Guarantee: Add-on service that entitles shippers to a full refund of freight charges if a time-definite delivery commitment is not met

For international shipments that arrive damaged or fail to arrive entirely, the applicable liability framework differs from domestic freight rules. Liability for international air freight is governed by the Montreal Convention, while ocean freight is subject to the applicable maritime transport conventions. Compensation limits under these international frameworks are expressed in Special Drawing Rights, or SDRs, and may be lower than the declared value of the goods unless excess valuation coverage was arranged at the time of booking.

Does Pilot Freight Services handle international shipments and customs formalities?

Pilot Freight Services has offered international freight forwarding since its earliest years as an airfreight operator starting in 1970, and today handles international shipments in more than 190 countries through its partner carrier network. The company provides full customs brokerage services, either directly or through established local partners, and brings more than 45 years of accumulated experience navigating import and export documentation, compliance requirements, licensing restrictions, and payment practices across international freight lanes.

For air freight shipments, an Air Waybill, or AWB, is the primary transport document. Depending on the destination country, the shipment may also require a commercial invoice, a packing list, a certificate of origin, and commodity-specific certifications. For ocean freight, a Bill of Lading, or BOL, is required along with customs entry filings at the port of destination. Pilot's international team advises clients on the documentation needed for each specific lane. The party responsible for import duties and taxes at the destination is determined by the Incoterms agreed for each shipment. Pilot supports Delivered at Place, or DAP, arrangements, where the recipient handles import duties, and can advise on Delivered Duty Paid, or DDP, structures, where the shipper absorbs those costs.

• Countries served: More than 190 countries through Pilot's partner carrier network and since 2022, through Maersk's global ocean and air freight infrastructure
• Modes of international transport: Air freight forwarding, ocean freight forwarding, and ground cross-border services for U.S.-Canada and U.S.-Mexico movements
• Customs brokerage: Full service available in-house or through established partner brokers, drawing on more than 45 years of international forwarding experience
• Air freight documentation: Air Waybill (AWB), commercial invoice, packing list, certificate of origin, and commodity-specific documents as required by the destination country
• Ocean freight documentation: Bill of Lading (BOL) and customs entry filings at the port of destination
• Incoterms supported: DAP (Delivered at Place) as standard; DDP (Delivered Duty Paid) advisory available where the shipper assumes responsibility for destination duties and taxes
• European offices: Administrative offices in the Netherlands and Spain serve as anchor points for European operations

Following the Maersk acquisition in 2022, Pilot's international capabilities became part of one of the world's largest ocean and air freight platforms. Customers working with Pilot for domestic North American freight now have access to the same Maersk global network for international shipments, providing a single provider relationship for supply chain needs from origin to final destination across almost any market worldwide.

Understanding tracking statuses

When tracking a Pilot Freight Services shipment, status codes appear at each stage of the journey from initial booking through final delivery. Each shipment is identified by a 9-digit numeric tracking number, referred to as a PRO Number, or Progressive Number, which is assigned at the time of booking and used to monitor all movement in the system. Pilot's tracking documentation notes 7 main statuses and 33 sub-statuses in total, providing visibility into each key event in the shipment's handling. The table below describes the primary status codes and what each one indicates about the shipment's current position.