German parcel delivery industry challenges

The German parcel delivery sector is facing scrutiny regarding both operational standards and consumer satisfaction. DHL has proposed a legislative amendment requiring two-person delivery teams for packages exceeding 23 kilograms to mitigate musculoskeletal health issues among workers. While DHL argues this is necessary for occupational health and to prevent unfair cost advantages among competitors, rival carriers such as Hermes, GLS, and DPD have opposed the measure, citing concerns over staff shortages, increased costs, and environmental impacts.

Simultaneously, consumer dissatisfaction remains high across the industry. Data from the Reklamation24 portal indicates significant volumes of complaints regarding the five largest providers in Germany. DHL received the highest volume of complaints, accounting for nearly half of all reports, while Hermes followed with approximately 29 percent. Reported issues include lost shipments, failed delivery attempts, damaged goods, and difficulties with customer service. In terms of service ratings, Hermes scored highest with three out of ten points, whereas DPD received zero points.