Customer Care

Our professional team of customer care representatives will be happy to assist you at any time in case of a claim.
Claims can be put in for damaged cargo, delayed cargo or non-delivery at any station and will be handled by the customer service.

In case of damaged cargo a report should be made immediately after discovery and before leaving the customs area and at least a written claim should be filed within one week of delivery of cargo.
Supporting information/documentation:

  • Claim letter holding the airline responsible
  • Specification of the claim amount
  • Air Waybill
  • Delivery receipt
  • Invoices


In case of delayed cargo and short shipment the delay should be reported immediately after discovery at the airport on arrival of the cargo and before leaving the customs area and claims should be filed in writing within three weeks.
Supporting information/documentation:

  • Claim letter holding the airline responsible
  • Specification of the claim amount
  • Air Waybill
  • Delivery receipt
  • Invoices


In case a shipment fails to arrive at the destination, a written claim should be filed within three weeks of the date that the cargo should have arrived.
Supporting information/documentation:

  • Claim letter holding the airline responsible
  • Specification of the claim amount
  • Air Waybill
  • Delivery receipt
  • Invoices
 
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