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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
Avianca Cargo Legal Management
Avianca Cargo Legal Management 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:
What is a claim?
Is the expression in writing submitted by the customer to the Airline due to the dissatisfaction in handling your cargo.
What are the deadlines for filing a claim?
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:
- Pilferage: 14 calendar days
- Damage: 14 calendar days
- Delay: 21 calendar days
- Loss: 120 calendar days from the date the airway bill was issued
The claims filed beyond the time limits before mentioned, will be denied automatically and therefore will not be reviewed by the Avianca Cargo Legal Management
How to file a claim?
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".
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".
It is important to take into account that the Avianca Cargo Legal Management will not analyze your case until you informe the amount claimed and send all documents that support such value.
Who can file a claim?
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.
What documents must be sent for the claim to be analyzed by the Avianca Cargo Legal Management?
Please include the following information when you submit a claim:
- Invoices and documents that specify the claimed value and how this value is settled.
- Packing list.
- Import declaration.
- Adjuster’s report assessing the loss.
- Company internal report specifying the reason for rejecting the product.
- Report of Destruction for the affected goods or a certificate of its final disposal. If it was sold at a lower price, include the sales invoice.
- Additional documents that you consider relevant to evaluate the claim.
- Copy of the preliminary claim with the seal certifying that it was received by the airline.
- Invoices and documents that specify the claimed value and how this value is settled.
- Import declaration.
- Packing list.
- Additional documents that you consider relevant to evaluate the claim.
- Copy of the preliminary claim with a seal certifying that it was received by the airline.
For more information you can read the following documents:
GENERAL CONDITIONS FOR CARGO TRANSPORTATION
MASTER AIR WAYBILL CONDITIONS – IATA RESOLUTION 600b
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| Avianca Cargo Legal Management | cargoclaims@avianca.com |
