PRODUCTS AND SERVICES

Claim Submission

The shipper or consignee (receiver) listed on the air waybill (AWB) must report lost, or damaged cargo in writing to the transporting air carrier. This claim may be sent by fax, mail or delivered in person.

There are two types of claims:

1. Preliminary Claim:

To file a Preliminary Claim, the cargo recipient notifies the local sales office of any difficulties associated with the issuance of the AWB.  The Preliminary Claim will be sent to the Claims Department and filed as a "preliminary notice" (air protestation).

At this time the Claims Department will not initiate any action and will not provide a response. Reponses to claim submissions are only provided once the preliminary claim is formalized into a "Formal Complaint", as most preliminary claims are promptly resolved without further action.

After presenting the Preliminary Claim, a "Formal Complaint" can be filed if the client deems it necessary given the circumstances.

2. Formal Claim:

Upon receipt of a "Formal Claim", the Claims Department will implement a case assessment process as needed. The Claims Department will contact the customer and ask for documentation if necessary, otherwise, a letter of acknowledgment will be sent within five days from the date of receipt of the complaint.

Records:

The Formal Claim must include the following:
* In the event that the goods are liquidated in the market at lower costs due to damage to the cargo.

Submission and Response Deadlines

Be aware that claims are subject to time limits for submission.  The time that elapses between the claimed event and the formal filing of the claim, so that the Claims Department can proceed with the review process varies according to the type of claim.

The person entitled to receive the cargo must file the claim within the time limits specified below:

If damage to cargo is visible - immediately after discovering the damage and no later than 14 calendar days from the date of receipt of the cargo.

In the event of delay - within 21 calendar days from the date the cargo is received at destination.

If cargo is not delivered - within 120 calendar days from the date of issuance of the air waybill or if an air waybill was not issued, 120 days from the date the cargo was received for transportation by the air carrier.

LAN CARGO is committed to responding your claims in accordance with the following response times, which depend on the type of cargo and the total amount claimed.

General Considerations:

The air carrier's liability is subject to rules and limitations relating to liability established by either the Warsaw Convention or the Montreal Convention (as applicable) and the Air Transport Agreement.

In accordance with the mentioned conventions governing international air transport, the carrier is not liable for destruction, loss or damage of cargo caused by:
If you need additional information, please contact the nearest sales Office.
Response Times (stated in business days)
Please keep in mind that the response times:

Missing perishable cargo worth less than USD10,000

Reception of Claim Confirm Reception or Request Missing Documents Research and Response to Claim Customer Accepts Response with Signature Payment of the amount offered in the Claim Response
0 days 5 days from receipt of claim 20 days from receipt of all requested documents 0 days 10 days after customer acceptance

Missing dry cargo worth less than USD10,000

Reception of Claim Confirm Reception or Request Missing Documents Research and Response to Claim Customer Accepts Response Payment of the amount offered in the Claim Response
0 days 5 days from receipt of claim 30 days from receipt of all requested documents 0 days 10 days after customer acceptance

Other causes (damage / loss) less than USD10,000

Reception of Claim Confirm Reception or Request Missing Documents Research and Response to Claim Customer Accepts Response Payment of the amount offered in the Claim Response
0 days 5 days from receipt of claim 25 days from receipt of all requested documents 0 days 10 days after customer acceptance

Missing perishable cargo worth more than USD10,000

Reception of Claim Confirm Reception or Request Missing Documents Offer Letter of Rejection of Claim Customer Acceptance of Response Payment of the amount offered in the Claim Response
0 days 5 days from receipt of claim 25 days from receipt of all requested documents 0 days 10 days after customer acceptance

Missing dry cargo worth more than USD10,000

Reception of Claim Confirm Reception or Request Missing Documents Offer Letter or Rejection of Claim Customer Acceptance of Response Payment of the amount offered in the Claim Response
0 days 5 days from receipt of claim 30 days from receipt of all requested documents 0 days 10 days after customer acceptance

Other causes (damage / loss) worth more than USD10,000

Reception of Claim Confirm Reception or Request Missing Documents Offer Letter or Rejection of Claim Customer Acceptance of Response Payment of the amount offered in the Claim Response
0 days 5 days from receipt of claim 30 days from receipt of all requested documents 0 days 10 days after customer acceptance

Contact Information
For more information, contact the Claims Department in your area: