Driver Communication vs. Broker Updates: What’s the Difference?

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When you book auto transport, you might deal with more than one point of contact—and that can get confusing. One of the most common questions customers ask is: Who do I call for updates. The broker or the driver? 

Understanding the differences between the driver and broker updates.

The Difference in Driver Communication and Broker Updates

Knowing the difference between these two roles can help make the whole experience smoother and less stressful. 

The Broker’s Role 

The broker is the company you initially book with. They’re your main point of contact at the start of the process. Brokers coordinate the shipment, find a carrier for your route, and handle most of the logistics behind the scenes. They’ll give you the price quote, explain your options, and keep you updated on scheduling—like when your car is assigned to a driver.

Brokers are also who you contact if you have questions before pickup, need to make changes, or want general information about your shipment status. 

The Driver’s Role (Carrier) 

Once your vehicle is assigned to a truck, the driver—or their dispatch team—takes over the hands-on part of the job. The driver is the one who actually picks up, transports, and delivers your car. You’ll typically hear from them shortly before pickup to confirm details, get directions, and coordinate the hand-off. 

You’ll also hear from the driver again as delivery approaches, often with a window of time for drop-off. Drivers may provide text or phone updates during transit if there are delays or schedule changes. 

When You’ll Hear from Each

  • Broker: After booking, to confirm details, assign a carrier, and provide general updates.

  • Driver: 12–24 hours before pickup and delivery, for direct coordination and timing. 

Who to Contact (and When)

  • Before a driver is assigned: Contact your broker

  • For route changes, payment issues, or special requests: Contact your broker

  • To confirm pickup or drop-off times: Contact the driver once assigned

  • If there’s a delay in hearing from the driver: Contact your broker, and they’ll follow up

Why Both Matter 

Both your broker and driver play important roles in a successful transport. The broker helps get things moving and stays available in case anything needs to be adjusted. The driver handles the actual logistics on the road. Staying in touch with the right one at the right time makes for a much smoother experience.

Think of your broker as your planner and your driver as your mover. You’ll hear from both at different points and when they work together, so does your transport.

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Location: United States

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