Hong Kong Air Cargo Carrier Limited

Cargo Claims FAQ
What is a cargo claim?
A cargo claim is a written complaint demanding financial compensation from an air carrier for the loss of or damage or delay to cargo whilst in his care and control pursuant to a contract of carriage.
What are the time limits for presenting intent to claim (pre-claim) or claim?
Based on the Warsaw or Montreal Convention (whichever applies), it defines the responsibilities of the contracted party in the air transport of international freight, and time limitations to claim from the moment in which the shipment delivered to consignee at its destination are:
  • Pilferage/Damage: 14 Calendar days
  • Delay: 21 Calendar days
  • Loss/Shortage: 120 Calendar days from the date of issue of the issue of the air waybill

Claims presented beyond these time limits will not be accepted by Hong Kong Air Cargo Carrier Ltd.

 

How to present a claim to Hong Kong Air Cargo?
If agent/shipper/consignee wishes to inform us about any problem with their cargo – without having the exact total value of the loss, or enough details and back up – they must notify the Airline within the time limits established.To notify the Airline of a preliminary claim, agent/shipper/consignee should submit Intent to claim (pre-claim), or send notification to local Hong Kong Air Cargo representatives via fax or emails. Local Hong Kong Air Cargo representatives shall send acknowledgement to agent/shipper/consignee upon received the Intent to claim (pre-claim), or notification.
Hong Kong Air Cargo Claims department will not review claims without the total claim amount and the required back-up documents.
Once agent/shipper/consignee has the exact total value of the loss, relevant details and documents are ready, they should submit a claim to cgo.svc@hkaircargo.com. (Refer below for document/information requirements)
Who can present a claim to Hong Kong Air Cargo?

The formal claim must be presented by the shipper or consignee that appears on the Master Air Waybill. If the agent or any third party – like recovery agents or insurance company wants to submit the claim – they must submit Letter of Subrogation/ Subrogation Rights from the contracted parties on the Master Air Waybill along with all the documents.

What documentation should be sent to Hong Kong Air Cargo?
Claims for pilferage – damage:
  • Copy of Master Air Waybill
  • Copy of House Air Waybill (for Consolidation shipments)
  • Copy of the shipper’s invoices of the shipment identifying the damaged goods
  • Packing list of the shipment, identifying the damaged goods
  • Copy of Notice of Claim, Intent to Claim or Pre-Claim
  • Proof of Delivery, Delivery Order or Release Note
  • Irregularity Report, Cargo Damage Report
  • Survey report issued by third party (conducted at destination airport upon shipment release)
  • Photographs of shipment showing extent of damage
  • The Letter of Subrogation for claims (where applicable)
  • Additional documents such as repair bill or repair estimate/salvage bill…etc. that claimant consider relevant for the analysis of their claim.
Claims for loss:
  • Copy of Master Air Waybill
  • Copy of House Air Waybill (for Consolidation shipments)
  • Copy of the shipper’s invoices of the shipment identifying the lost goods
  • Packing list of the shipment, identifying the lost goods
  • Copy of Notice of Claim, Intent to Claim or Pre-Claim
  • Proof of Delivery, Delivery Order or Release Note, identifying the delivery status
  • Short Landing Certificate, Short Received Certificate or Short Shipped Certificate
  • The Letter of Subrogation for claims (where applicable)
  • Additional documents that claimant consider relevant for the analysis of their claim.
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