Frequently Asked Questions
Welcome to our FAQ’s section, if you need to send us any questions or additional comments, please contact us using our form on the questions and comments section.
-
How can I get a shipment quotation?To obtain shipping quotes you can go to the Shipping Quotation section or contact Avianca Cargo’s local office by phone, email or in person. For the closest location, please visit the Local Offices section.
-
What do I do when I check the tracking of your page and I have no specific notification?You should contact either the office were shipped or where you will receive your cargo to verify the status of it.
-
What are the requirements to be classified as a Known Shipper for your Airline?To be classified as a known shipper you must comply with all requirements for which we recommend contacting your local Avianca Cargo office to obtain the appropriate information. For the closest location, please visit the Local Offices section.
-
How do I file a claim for a shipment sent on your airline?For claims visit the Cargo Claim section, complete the online form and submit the requested information.
-
Where can I find custom requirements for Central and South America?We recommend contacting your local Avianca Cargo office. For the closest location, please visit the Local Offices section.
-
What if I want to send a box from the US that exceeds the dimensions allowed for the Personal Effects service?We recommend contacting or visiting your local Avianca Cargo office. For the closest location, please go to the Local Offices section.
-
I do not understand the difference between Chargeable Weight and Actual Weight, would you explain?Chargeable Weight is the greater of: the Actual Weight of a shipment, or the shipment's cubic volume converted into Volumetric Weight.
-
What documents must be submitted by the consignor/shipper for the international transport of live animals?Documentation requirements vary according to the laws of each country. We recommend you verify such requirements with either the country of origin or by contacting your local Avianca Cargo office. For the closest location, please go to the Local Offices section.
-
What documents are required by the consignor/shipper for the transport of Human Remains?Requirements and documentation for such shipments vary by country. We recommend the consignor/shipper verify these requirements with the corresponding authorities of the countries involved in advance. You may also find information in the Special Products section or contact your local Avianca Cargo office for further information. For the closest location, please go to the Local Offices section.
-
Do you offer a guaranteed shipment service on passenger flights?We offer two types of guaranteed shipping services both with Priority Boarding.
- Premium Cargo: this service is for recurrent shipments and we ensure that your cargo is shipped on the scheduled date and flight to your desired destination.
- Mus Go: this service is for non-recurring shipments that require the highest boarding priority.
For detailed information of the above services, please visit the Guaranteed Cargo section under the Products and Services tab.
