Military Moves See Improvements as New Call Center Handles 20,000 Requests

The Department of Defense's Personal Property Activity has seen a surge in requests from service members and their families this summer moving season. Since its establishment last August, the call center has received over 20,121 calls and emails, with an increase of about 4,000 since March alone. This year, military personnel were able to book their moves as early as March if they had Permanent Change of Station (PCS) orders in hand, a change aimed at easing the burden on families and moving companies during peak season.

The Personal Property Activity's proactive approach has been well-received by service members who appreciate speaking with someone who understands their unique challenges. Army Col. Mike Ashton, director of operations for the PPA, noted that feedback from families indicates they value the personal touch provided by fellow service members handling their inquiries and concerns.

This year marks a significant shift from previous difficulties in military moves, including issues like delayed pickups and deliveries, damaged belongings, and complex claims processes. In response to these longstanding complaints, Defense Secretary Pete Hegseth designated the PPA as a special activity with enhanced authority to address household goods movement challenges for service members. The move also comes after DoD decided against privatizing military moves in May 2025, addressing concerns raised by moving companies about compensation and operational logistics.

The improved relationship between the Department of Defense and moving companies has resulted in better service quality this summer. Moving professionals are now more willing to commit their best resources to ensure smooth transitions for military families, reflecting a collaborative effort to enhance overall efficiency and satisfaction during peak relocation periods.