Customer Focus: Passenger



For Passenger, incorporating sustainability into products and processes is at the heart of their core values.

Based in the New Forest, Passenger’s clothes and accessories are made with “escapism” and nature in mind. 80% of their range is made with responsible materials (such as recycled cotton, recycled polyester, hemp and organic cotton), and they plant one tree for every order placed, supporting reforestation efforts and giving back to the places that inspire their brand.

Since the Torque X Passenger team-up in 2022, we’ve used our warehousing and fulfilment expertise to help them stay true to these roots while they focus on their growth. We ship Passenger’s orders in recycled wood pulp paper bags, and when their items arrive at our warehouse, they are not individually bagged, using paper or cloth packaging materials to reduce the reliance on plastic.


We asked Jon Lane, CEO of Passenger, why they chose to team up with Torque, and how we align our core business values with theirs to help them efficiently deliver their own ‘personal touch’.

Making Our Service as Good as it Can Be

“Passenger selected Torque because we were impressed with their expertise in running fulfilment in a way that matched our values of focusing on value, efficiency and teamwork.

The onboarding process was pretty straightforward. We were able to map our existing inventory locations to new ones in Torque’s system. Their expertise and experience in ensuring a swift process meant that we were back shipping orders within 3 days of the move.”

Creating Strong Personal Relationships

“We always look to have relationships with open communications and aligned incentives and we feel we have developed that with Torque. We have built strong relationships with the senior management team as well as the team on the ground.”

Going the Extra Mile

“Torque have proactively suggested improvements to our operations across freight, warehousing and goods out, adding value and experience.

We’re pleased that our initial views and understanding of Torque have been reflected in the ongoing operation and we’re pleased to be part of the set-up.”

A big thank you to Jon for taking the time to share these sentiments. We’re proud to be supporting the Passenger team.