We encourage you to review our frequently asked questions section, where you will be able to find an immediate solution to the most common concerns
If you prefer, you can visit our local offices or contact us via email if you have inquiries regarding cargo shipments, claims on shipments or any other question regarding our services
The Cargo Report Centre (CRC) is the area responsible for the assessment of the claims of our airline.
In order to provide our clients an optimum service in the processing of your claims, it is important that you remember the following:
Is the expression in writing submitted by the customer to the Airline due to the dissatisfaction in handling your cargo.
Based on the Warsaw or Montreal Convention (as applicable), the deadlines to file a claim from the moment that the goods arrives to their destination are:
The claims filed beyond the time limits before mentioned, will be denied automatically and therefore will not be reviewed by the CRC
If you want to report an incident regarding your cargo, even if you do not have the exact value of the loss and/or damage or sufficient details and supporting documents to initiate the analysis of your claim, you must notify your protest within the terms established to avoid your claim from being out of the time limits, by going to the following form, option “Client”, and then click on "File a Claim" or you may submit your written notice to the nearest Avianca Cargo Station.
If you have previously submitted a preliminary notice of claim through our claims webpage and you already know the exact value of the loss and/or damages, you must file it going to the following form, option "Client", and then click on "Update Claim", otherwise you may submit the update of your claim to the nearest Avianca Cargo Station.
It is important to take into account that the Cargo Report Center will not analyze your case until you informe the amount claimed and send all documents that support such value.
A formal claim must be filed by the consignee whose name appears on the Master Air Waybill. If the agent, the shipper or a third party wishes to do so, the consignee must assign the rights by sending a letter signed by the company legal representative.
Please include the following information when you submit a claim:
|Cargo reports Centreemail@example.com||(BOG) +57 (1) 439-7900 1252 / 1253 / 1254 FAX: Ext. 1102|
|From other cities|
|BAQ+57(5)3348339 Ext. 1252 / 1253 / 1254 FAX: Ext. 1102|
|CCS +58 (212) 355 1035 Ext. 1252 / 1253 / 1254 FAX: Ext. 1102|
|CLO +57 (2) 666 3266 Ext. 1252 / 1253 / 1254 FAX: Ext. 1102|
|MIA +1 (305) 526 6720 Ext. 1252 / 1253 / 1254 FAX: Ext. 1102|
|MDE +57 (4) 569 9200 Ext. 1252 / 1253 / 1254 FAX: Ext. 1102|