Claims Process

Although Air Transat Cargo does everything possible to ensure your cargo is handled securely, with care, and delivered on time, cargo may be damaged on rare occasions. Air Transat Cargo regrets the occurrence of any such incidents, and has established a process for customer claims.

Procedure

Customers must send a written claim to the Airline, Cargo General Sales Agent (GSA) or Cargo General Handling Agent (GHA).

The following documents have to be attached to the communication sent in order for us to process a claim:

• Copy of bill of lading or Air Waybill
• Copy of the commercial invoice and packing list
• All freight, delivery, release order and dock receipts with exceptions noted
• Original purchase receipts / invoices
• Packing list
• Cargo irregularity report with photos
• Short-landed cargo certificate
• Letter of claim with list of items and prices
• Name and address of insurers if separate insurance was arranged
• In order for a claim to be considered, a written intent to claim must be filed respecting these deadlines:
• Damage: within 14 days for international shipments.
• Delay: within 21 days of receiving the goods
• Loss: within 120 days of the date of the air waybill for international shipments
• A formal claim must be filed within 2 years for international shipments.

Please note that all outstanding transportation charges must be paid before any claim can be considered.

Air Transat’s liability may be limited if the goods were not insured or if the shipper did not declare a value for carriage:

International Shipments: 19 Special Drawing Rights per kilo (SDR/kg)

Applicable Liability Regimes on Cargo Claims

Air Transat Cargo’s legal liability for cargo is subject to the Warsaw Conventions for international carriage.

Air Transat Cargo will work with you to resolve any issues.