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Claims
General Information
We want to offer you quality and extraordinary transport service, and it is for this reason we’d like to inform you about our claims policy. We want to make sure that you are informed about the procedures to follow so that there are no inconveniences with your shipment.
A claim can be submitted when the shipment has been received with the following irregularities:
Instructions for Submitting a Claim
Important Notes:
Maximum Time Limit for Presenting Claim
Following are the time limits to complete a cargo claim:
General Considerations
The responsibility of the transporter is based on and limited to what has been established by the Warsaw, Hague or Montreal Conventions (whichever is applicable depending on the routes) and based on the transportation contractor (AWB) with the carrier.
According to these international agreements, which regulate the transportation of air cargo, the transporter will not be responsible for damages due to:
- General Information
- Instructions for Submitting a Claim
- Maximum Time Limit for Presenting Claim
- General Considerations
General Information
We want to offer you quality and extraordinary transport service, and it is for this reason we’d like to inform you about our claims policy. We want to make sure that you are informed about the procedures to follow so that there are no inconveniences with your shipment.
A claim can be submitted when the shipment has been received with the following irregularities:
- Damaged
- Pilfrage
- Partial loss
- Total loss
Instructions for Submitting a Claim
- Complete the claim form with the information required and with the relevant documents and date for validation. (Download here) Attach the following documentation in order to support your claim:
- Copy of the Air Waybill (AWB)
- Commercial invoices to confirm sale price (Applies only for new items)
- Certificate of disposal or incineration (Applies only for perishables)
- In case of a company or business, copy of packing slip indicating the value of items that are being claimed
- A copy of Identification in the event that a claim is from an individual and/or legal documentation in the event of a claim from a business/ company
- Contact your sales representative
- You will receive a resolution number that will help you reference your claim in the event you have any questions.
Important Notes:
- A preliminary claim or written notification of irregularities is not applicable in proceeding with your claim.
- A claim must be presented only by the consignee and/or shipper described in the AWB. Business or company claims have to be signed by the company’s legal representative along with a legal document indicating that the person is recognized as the representative.
Maximum Time Limit for Presenting Claim
Following are the time limits to complete a cargo claim:
- Fourteen (14) days for damage, pilferage or partial loss, from the date in which the consignee receives the merchandise
- One hundred and twenty (120) days for total loss, from the date in which the AWB was released.
General Considerations
The responsibility of the transporter is based on and limited to what has been established by the Warsaw, Hague or Montreal Conventions (whichever is applicable depending on the routes) and based on the transportation contractor (AWB) with the carrier.
According to these international agreements, which regulate the transportation of air cargo, the transporter will not be responsible for damages due to:
- Unforeseen circumstances or force majeure
- Defective packaging of the merchandise
- The natural condition of the load, its quality, defects or inherent problems of the merchandise
- An act of public authority (Customs) relating to the import, export or transit of the shipment
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