The paper highlights the problem of delays of information flow in the logistics manufacturing system. Delays result from the need for sending a customer’s inquiry to the customer service department in order to obtain the precise information regarding whether or not an order can be made by the logistics system. Time delays are caused either by elaborating the inquiry in separate units within the logistics chain or by the process of passing information between units as well as subunits in the system. After obtaining information from the units in question, the answer is sent back to the customer. The goal of the paper is to present one of the possible approaches to modelling the information delay flow between individual communication units of an example logistics chain in terms of processing a response to a customer’s query. The article presents a mathematical model of the problem using a heuristic approach as well as a proposal for a method of calculating the cost of servicing customers’ inquiries.